Case Manager

Description:

Amey Group Information Services Limited

Your New Role:

We have a fantastic opportunity for a Case Manager – to join Amey Defence Services, based in Liverpool.  This Account is responsible for delivering a 7-year FM contract across the Central and North Regions for DIO.

The standard hours of work are 37.5 per week.

Due to the volume of complex cases, following a process review conducted by DIO it has been decided that a Case Management capability will be established encompassing Pinnacle, Amey and Vivo. The Amey resource has been scaled as a team of a single Case Manager, who will form part of the wider Escalation Team, supported by two Case Handlers. 

All posts are initially limited as one-year Fixed Term Contracts. The Amey Case Management team will work to the Customer Experience Manager, with Case Handlers aligned to contract regions to develop situational awareness and foster relationships. 

You will be responsible for: 

Ensure a superior end to end Case Management service is provided
Work with Pinnacle and Vivo Case Managers to deal with cases that are escalated to the Escalation Team
Provide subject matter expertise to key internal and external stakeholders and customers
Foster collaborative relationships with all stakeholders to develop a mutual understanding on Case Management processes and facilitate effective resolution
Exercise judgement and make recommendations related to Case Management and resolution to facilitate informed decision making and to drive service improvements
Report and analyse feedback data to enable business areas to proactively improve and make evidence-based decisions
Manage the RAMS Case Handlers to ensure effective solutions are delivered and work is actively progressed.
Work collaboratively with all other (Pinnacle and Vivo) Case Managers to resolve escalated cases due to priority/difficulty of the work required.
Be empowered to make decisions on the delivery of the service if necessary
Be empowered to drive change, with direct and instant access to decision makers What makes this role unique is you will work daily with he Escalations Team, comprising of Pinnacle and Vivo Case Managers, whilst liaising with Amey Case Handlers and other personnel as required.

Who is Amey? 

We are at the heart of modern Britain, helping the economy to grow by designing, maintaining and transforming the nation’s strategic assets. 
Our 11,000 people are behind the critical services the country relies on every day. 
Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients. 
We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the sustainable growth of the country. To find out more take look at

Profile:

We want to hear from you if you have: 

Hold or be able to achieve BPSS Security Clearance
Customer experience knowledge
Strong communication and interpersonal skills.
Attention to detail and commitment to maintaining a secure environment.
Ability to collaborate with various teams and stakeholders.
Flexibility to adapt to changing requirements and undertake additional duties as needed.
Positive attitude and commitment to self-development