Charges Case Manager (EO)
Location: RAF Wyton, Druce Ave, Huntingdon  PE28 2EA

• Pay rate: £15.98
• Hybrid working: 60% office attendance; Fridays will be work from home
• Working pattern: Mon-Fri, 8:00-16:00 (37 hours per week)
• Training: ongoing, with approx. 2 weeks of full-time office attendance during onboarding (4 days in office for the first 2 weeks)
• Clearance: Basic DBS required (Costs covered by the hiring process)

Our Client, a reputable Government organisation, is hiring a Charges Case Manager to manage disputed damage charges for Service Family Accommodation (SFA). This is a key role in helping reduce case backlogs, improve processing times, and deliver a fair, transparent customer experience.

What you'll be doing:
• Investigate and manage disputed damage charging cases from start to finish
• Review move-in/move-out documentation, photographs, contractor records, repair histories and occupancy information
• Apply policy and procedural guidance to make evidence-based decisions and recommendations
• Produce clear written responses and case outcomes for customers and internal stakeholders
• Support backlog reduction by prioritising aged and complex cases to conclusion
• Manage customer communications throughout the dispute process, including requests for additional information
• Liaise with contractors, housing providers and accommodation teams to gather information needed for resolution
• Escalate complex or high-risk cases to the Charges Support Manager where appropriate
• Maintain accurate records and contribute to performance updates and recovery activity monitoring

What you'll bring:
• Experience managing complex casework, investigations or customer disputes
• Strong ability to analyse information from multiple sources and reach evidence-based conclusions
• Confidence handling sensitive customer interactions and professional written correspondence
• Excellent attention to detail and strong organisational skills to manage competing priorities and deadlines
• Competent use of Microsoft Office 365 (Outlook, Word and Excel)
• A fair, customer-focused approach-ensuring decisions are transparent and auditable

If you enjoy turning complex information into clear decisions-and want to make a measurable difference for customers-apply now to join Our Client at RAF Wyton.