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. What will our Complex Case Management Officer s do; 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. What we are looking for; Proven experience managing complex