Head of Case Management
The Head of Case Management leads the case management function for the Defence Housing Service, providing strategic leadership and direction to ensure complaints, complex cases, and support for vulnerable customers are handled effectively. The role oversees complaints, accessibility, vulnerability, safeguarding, adaptations, and special support functions, using customer insight and performance data to drive continuous improvement. Working closely with senior stakeholders across Defence and partner organisations, the postholder provides strategic assurance on service quality, risk, governance, and regulatory compliance to resolve systemic issues and enhance outcomes for Armed Forces families.
What they're looking for
- Experience leading high-performing teams through transformation
- Understanding of complaints handling, vulnerability and safeguarding
- Background in housing, public service or a regulated environment
- Experience managing complex cases and risk assessment
- Ability to use customer insight to drive service improvement
Nationality requirements
Open to UK, Irish, Commonwealth, EU and Turkish nationals with appropriate rights or status to work in the UK.
Apply on Civil Service Jobs ↗Originally listed on Civil Service Jobs.