Our Client, a reputable Government organisation, is hiring a Charges Case Manager to manage disputed damage charges for Service Family Accommodation (SFA). This is a key role in helping reduce case backlogs, improve processing times, and deliver a fair, transparent customer experience.
- Hybrid working: 60% office attendance; Fridays will be work from home
- Working pattern: Mon-Fri, 8:00-16:00 (37 hours per week)
- Training: ongoing, with approx. 2 weeks of full-time office attendance during onboarding (4 days in office for the first 2 weeks)
- Clearance: Basic DBS required (Costs covered by the hiring process)
What you'll be doing
- Investigate and manage disputed damage charging cases from start to finish
- Review move-in/move-out documentation, photographs, contractor records, repair histories and occupancy information
- Apply policy and procedural guidance to make evidence-based decisions and recommendations
- Produce clear written responses and case outcomes for customers and internal stakeholders
- Support backlog reduction by prioritising aged and complex cases to conclusion
- Manage customer communications throughout the dispute process, including requests for additional information
- Liaise with contractors, housing providers and accommodation teams to gather information needed for resolution
- Escalate complex or high-risk cases to the Charges Support Manager where appropriate
- Maintain accurate records and contribute to performance updates and recovery activity monitoring
What you'll bring
- Experience managing complex casework, investigations or customer disputes
- Strong ability to analyse information from multiple sources and reach evidence-based conclusions
- Confidence handling sensitive customer interactions and professional written correspondence
- Excellent attention to detail and strong organisational skills to manage competing priorities and deadlines
- Competent use of Microsoft Office 365 (Outlook, Word and Excel)
- A fair, customer-focused approach-ensuring decisions are transparent and auditable
Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
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Charges Case Manager in Huntingdon employer: Allscreens Nationwide Ltd
Allscreens Nationwide Ltd is an exceptional employer, offering a supportive and inclusive work culture that prioritises the wellbeing of both employees and the individuals they serve. With a strong focus on professional development, team leaders are encouraged to grow their skills in a dynamic environment while making a meaningful impact in the lives of adults with learning disabilities. Located in Leicester, the company provides a unique opportunity to be part of a dedicated team committed to delivering high-quality, person-centred care.
