Case Manager

Job Description

Case Manager - Property EnquiriesWe have an exciting opportunity for a highly motivated person who has a passion for delivering excellent customer service. As a Property Enquiries Case Manager, you will be part of a national customer facing team within the GIS, Registration and EnquiriesTeam researching and responding to customer land and property queries and related Health and Safety incidents on the operational and non-operational estate, in accordance with legislation and policy.The role will involve resolving a wide range of queries such as fly tipping, trespass, travellers and rough sleepers on the land around our network of motorways and major roads. You will use your analytic skills to gather, analyse and interpret geospatial,legal and property-related data to support operational requirements.You will be working alongside internal and external customers including the supply chain, managing agents, legal teams, other government departments and the public.What youll be working on

• Investigating and resolving property and land queries relating to the companys portfolio by interpreting and analysing multiple datasets and documentation.
• Provide customers, stakeholders and the wider organisation with professional and accurate advice about the companys land ownership.
• Work collaboratively with a supply chain of solicitors, managing agents and Local Highway Authorities to support the resolution of Health and Safety incidents on operational and non-operational land.
• Provide excellent customer service by complying with statutory requirements and internal procedures by accurately maintaining the companys property, financial and other administrative records.
• Investigate, manage customer expectations and close property queries to meet business targets prioritising workload and responding to changing priorities.
• Understand the common law and statutory legislation around illegal occupation and encroachment and interpret Highways Orders to ensure cases are managed in accordance with the law, company policy and procedure; analyse and use all relevant information tomake informed effective decisions.
• Identify and minimise risk to health, safety and welfare of colleagues and stakeholders.
• Provide excellent customer service by complying with statutory requirements and internal procedures by accurately maintaining the companys property, financial and other administrative records.

To be successful you will have

• Strong communicator with excellent written and verbal communications skills to support customer engagement customers and stakeholders.
• A proven track record of working with a range of internal and external stakeholders
• Evidence of ability to analyse and use all relevant information to make informed decisions and to convey complex information effectively to non-technical audiences.
• Ability to effectively and efficiently utilise internal and external computerised mapping systems for case management, finance, document storage and retrieval
• Strong delivery focus with demonstrable experience of using initiative to plan and prioritise workload and working to tight timescales
• Attention to detail with high levels of accuracy in all aspects of work

A bit about usAt National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. Were proud that as an organisation we are continually striving to dobetter and actively encourage and support our colleagues to do the same with their careers.Property Enquiries are the National Highways land asset hub, providing expert advice and support to all customers, aiding the delivery and understanding of the land portfolioSo, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then youll be a great fit for our organisation.As well as a competitive salary there are other benefits such as a strong pension, enhanced leave allowance and health and retail discounts.And finally, we reserve the right to close before the advertisement expires