Complex Case Management Officer in London

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 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 within social housing, housing condition casework, safeguarding, complaints investigations, Awaab's Law or regulatory compliance would be an advantage. 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