Complex Case Officer

Job Title: Complex Case Officer

Location: Rochdale
Contract: Permanent
Hours: 36.25 hours per week
Salary: £38,681

Are you passionate about supporting vulnerable customers and making a real difference in people's lives?

Rochdale Boroughwide Housing (RBH) is seeking a dedicated and compassionate Complex Case Officer to join our Community Safety team.

This is a rewarding and highly impactful role supporting customers experiencing complex circumstances that place them at risk of harm, tenancy failure, exploitation or significant barriers to accessing housing services. Working within a multi-agency environment, you will play a crucial role in helping customers achieve safe, positive and sustainable outcomes.

This is an excellent opportunity for an experienced housing, safeguarding, domestic abuse or support professional who combines strong case management skills with empathy, resilience and a commitment to delivering customer-focused services.

About the Role

As Complex Case Officer, you will manage a varied caseload of complex domestic abuse, safeguarding, vulnerability and property access cases. Working collaboratively with customers, colleagues and partner agencies, you will identify risks, coordinate interventions and ensure customers receive the support they need.

You will take a person-centred and trauma-informed approach, advocating for customers, coordinating multi-agency responses and helping to prevent tenancy breakdown wherever possible.

Working closely with Neighbourhood Services, Property Services, Compliance teams and external partners, you will use your expertise to manage risk, resolve complex situations and improve outcomes for some of our most vulnerable customers.

What are some of your key responsibilities?

• Managing a caseload of complex domestic abuse, safeguarding, vulnerability and tenancy-related cases.
• Undertaking comprehensive assessments of customer needs, risks and vulnerabilities.
• Developing and reviewing person-centred support plans and risk management plans.
• Leading on complex safeguarding concerns involving adults and children.
• Coordinating interventions and referrals with internal and external agencies.
• Supporting customers affected by domestic abuse, coercive control, stalking and harassment.
• Working collaboratively to resolve complex property access issues while balancing customer vulnerabilities and safety requirements.
• Coordinating and participating in multi-agency meetings, case conferences and safeguarding forums.
• Providing specialist advice and guidance to colleagues on safeguarding, domestic abuse and vulnerability matters.
• Maintaining accurate case records, risk assessments and action plans.
• Advocating for vulnerable customers and ensuring their voices remain central to decision-making processes.
• Identifying emerging trends and contributing to service improvements and best practice across Community Safety and Neighbourhood Services.

About You

You will have experience supporting customers with complex needs and managing cases involving significant risk and vulnerability.

You will be confident working with a range of professionals and agencies, building effective partnerships to achieve the best possible outcomes for customers. Equally comfortable working independently and collaboratively, you will demonstrate excellent judgement, resilience and a strong commitment to safeguarding.

Most importantly, you will be passionate about helping people overcome challenges and sustain successful tenancies within our communities.

You Will Have:

• Experience managing complex cases involving risk, vulnerability and safeguarding concerns.
• Knowledge of safeguarding legislation and domestic abuse practice.
• Experience supporting vulnerable customers and promoting tenancy sustainment.
• The ability to undertake risk assessments and develop effective safety plans.
• Excellent communication and interpersonal skills.
• Strong partnership working and stakeholder management skills.
• Experience maintaining accurate records and case management systems.
• Strong organisational skills and the ability to prioritise a varied workload.
• A customer-focused approach with empathy, professionalism and integrity.
• The ability to make sound decisions and work effectively under pressure.
• Strong IT skills and experience using case management systems.

Qualifications

• CIH Level 3 Housing Qualification or willingness to work towards achieving it.
• Safeguarding qualification or training desirable.
• Domestic Abuse or IDVA-related training desirable.
• Full UK Driving Licence and access to a vehicle for business use.

Why Join RBH?

This is an opportunity to make a genuine difference to the lives of customers facing some of the most challenging circumstances.

You'll join a dedicated and supportive team committed to safeguarding customers, strengthening communities and delivering excellent housing services. Every day will bring new challenges, opportunities to learn and the chance to make a lasting impact on people's lives.

What Do We Have to Offer You?

In addition to a competitive salary of £38,681, you will benefit from:

• 30 days annual leave plus Bank Holidays
• Flexible and smart working arrangements
• Healthcare cashback plan, virtual GP access and subsidised gym membership
• Employee Assistance Programme available 24/7
• Paid volunteering days
• Enhanced family-friendly policies
• Learning and development opportunities
• Plus, so much more

Diversity, Inclusion & Belonging

RBH is committed to creating an inclusive workplace where everyone feels valued, respected and supported. We operate a Guaranteed Interview Scheme for applicants who declare a disability, as defined by the Equality Act 2010, and meet the role's minimum requirements as set out in the advert and role profile.

Artificial Intelligence

We recognise that AI can be a useful tool when preparing applications. However, all information, examples and achievements included in your application must be truthful, accurate and based on your own experience.

We encourage you to apply as soon as possible, as we review applications as they are received; therefore, we may close this vacancy earlier than advertised.