Case Manager
Location: Bury St Edmunds RAF Honington IP31 1EE (Hybrid - , 60% office attendance)

• Grade: EO 
• Pay rate: 15.98 per hour
• Clearance level: Basic DBS and BPSS (costs covered by the hiring process)
• Working pattern: Mon-Thu 8:30-16:30, Fri 8:30-16:00;
• hybrid at 60% office attendance (training will be fully office-based for ~2 weeks)
• Assignment length: until 31/03/27, with the possibility of extension

If you’re someone who likes structure, detail, and making a real difference for families during challenging moments, Our Client is hiring two EO Case Managers to support the Loss of Entitlement (LOE) process for Service Family Accommodation (SFA). This is a mission-led role with clear responsibilities, supportive training, and a hybrid working pattern once you’re up to speed.

What you'll be doing:
• Check and quality-assure LOE case data for accuracy, ensuring correct paperwork, notice periods, and charges
• Progress cases on time, supporting timely movement through the required stages
• Maintain and update case records, including entering and updating information across the team to support the move into a case management system
• Review Notice to Vacate (NTV) cases for progression to legal action or approve stays of legal action
• Analyse Proportionality Exercise forms and ensure required supporting documentation is included where a stay is requested
• Monitor payments and investigate cases where arrears exceed 3 months
• Directly manage ARP and PRS tenancy cases where possession needs to be regained under a Crown Tenancy agreement
• Issue Notices to Quit accurately, instruct solicitors to progress where required, and keep families informed at each step
• Confirm receipt of Stage 1 complaints, support responses within timescales, and recommend remedial action when needed (with senior approval)
• Provide key case information promptly for urgent Parliamentary enquiries
• Keep case notes clear and complete to support any disputed cases

What you'll bring:
• Experience managing casework or investigations
• A solid track record of delivering policy and process effectively
• An analytical, focused approach-comfortable working with data and checking detail
• Confident IT skills with the Microsoft suite
• Strong customer service skills, including experience handling complaints
• A careful, empathetic mindset that balances the needs of individuals with the needs of the business

If you’re ready to bring order, clarity and calm professionalism to a high-impact caseload, we’d love to hear from you. Apply now and tell us why you’re the right fit for the LOE Case Manager role.