Head of Complex Case Management

We're looking for an exceptional leader to head MSV's new Complex Case Management Team, providing strategic oversight of our most challenging property cases. Working across multiple services, you'll lead the resolution of issues involving customer vulnerability, access challenges, legal action, regulatory compliance and organisational risk. This is a unique opportunity to shape a specialist service, ensuring complex cases are managed effectively, risks are mitigated, and customers receive a coordinated, high-quality service.

If you're passionate about delivering positive outcomes, driving accountability and leading through complexity, we'd love to hear from you. What will our Head of Complex Case Management do;
Lead and develop MSV's Complex Case Management service, driving a customer-focused approach to resolving high-risk and complex property cases. Provide strategic oversight of complex cases involving vulnerability, access challenges, legal action, disrepair, regulatory compliance and organisational risk. Ensure compliance with key legislation and regulatory requirements, including Awaab's Law, housing disrepair obligations, Consumer Standards and health and safety requirements. Lead MSV's approach to disrepair management and legal access enforcement, working with internal and external legal partners to protect customers and reduce organisational risk.

Build strong partnerships across Property Care, Neighbourhoods, Compliance and Corporate Services, delivering effective governance, performance improvement and positive customer outcomes. What we are looking for; A proven track record of leading high-performing teams within social housing, property services, compliance, neighbourhood services or a similar environment, with the ability to inspire others and drive positive change. Experience managing complex, high-risk cases, confidently balancing customer needs, regulatory requirements and organisational risk to deliver successful outcomes.

Strong knowledge of social housing regulation and landlord responsibilities, with the ability to translate legislation and policy into practical solutions and service improvements. Exceptional communication, influencing and relationship-building skills, with a collaborative approach to working across teams, stakeholders and partners. A relevant professional qualification (or equivalent experience) and commitment to continuous professional development.

Experience of disrepair, enforcement or legal housing matters and a CIH qualification are desirable. Full driving licence and willing to travel across the Northwest. In addition, we are looking for candidates that have a passion to advocate on behalf of people and communities. We offer a range of great benefits including:
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 progress in your career Commitment to Equality and Inclusion with employee network groups covering anti-racism, LGBTQ+, disability and long-term health conditions, carers, and menopause.

MSV are…