Complex Case Management Officer

Do you thrive on tackling complex challenges and making a real difference for customers? We're looking for a proactive and solution-focused Complex Case Officer to take ownership of some of MSV's most challenging property cases, coordinating services, managing risks and driving cases through to successful resolution.

Working across Property Care, Neighbourhoods, Compliance, Complaints and external partners, you'll lead a joined-up approach to cases involving customer vulnerability, disrepair, damp and mould, access issues, safeguarding concerns, legal action and other complex circumstances. You'll be the key point of contact for customers, ensuring they receive a consistent, supportive and customer-focused service while helping MSV meet its regulatory and landlord responsibilities.

This is an exciting opportunity for someone who enjoys problem-solving, building relationships and delivering positive outcomes in a fast-paced and rewarding environment.

• Take ownership of a diverse caseload of complex property cases, coordinating investigations, action plans and multi-agency responses to achieve sustainable outcomes.
• Act as the primary point of contact for customers, delivering clear communication, managing expectations and providing support throughout the resolution process.
• Work closely with Property Care, Compliance, Neighbourhoods, Independent Living and external partners to deliver joined‑up solutions for complex housing and property-related issues.
• Identify and manage risks relating to customer vulnerability, safeguarding, health and safety, compliance and organisational reputation, escalating concerns where required.
• Champion continuous improvement by identifying trends, sharing learning and helping to enhance customer experience, case management practices and regulatory compliance.

• Proven experience managing complex customer cases, investigating issues, overcoming barriers and delivering positive outcomes in challenging situations.
• Excellent case management, organisational and communication skills, with the ability to manage competing priorities, influence stakeholders and build strong working relationships.
• Strong analytical, problem‑solving and decision‑making abilities, with confidence in assessing risk and handling difficult conversations professionally.
• Experience working collaboratively across services and partner organisations, ideally supporting vulnerable customers and coordinating multi‑agency responses.
• A relevant professional qualification (or equivalent experience) and commitment to continuous professional development. Experience with in social housing, housing condition casework, safeguarding, complaints investigations, Awaab's Law or regulatory compliance would be an advantage.

In addition, we are looking for candidates that have a passion to advocate on behalf of people and communities.

• Essential car user allowance to support you with car running costs
• Flexibility on where you work with home working kit provided
• 33 days holiday per year plus bank holidays, and a holiday a buy scheme.
• Company pension scheme with up to 10% matched contributions
• Company funded access to a health cash plan, where you can claim back costs of everyday health treatments such as optical, dental and much more.
• Enhanced sick pay with up to 3 months full pay and 3 months half pay
• Health and Wellbeing Support including an employee assistance programme, free counselling, mental health first aiders and numerous wellbeing initiatives
• Life assurance subject to being a member of our company pension scheme.
• Learning and development to support you to develop the skills you need to fulfil your role and…