Case Officer

Case Officer (AO)
Location: RAF Honington, Honington, Bury St Edmunds, Suffolk IP31 1EE (Hybrid)

* Pay: £15.21 per hour
* Hybrid working: Typically 60% office attendance (office/home days agreed by line managers). Full-time office attendance during training for approx. 2 weeks
* Hours: Mon-Thu 8:30-16:30, Fri 8:30-16:00
* Assignment: Until 31/03/27, with potential extension
* Clearance: Basic DBS and BPSS required (start dates as soon as cleared; multiple start dates possible)

If you're the kind of person who takes pride in getting details right, communicates clearly, and enjoys problem-solving, this is a fantastic opportunity to support families through a high-importance process-while helping ensure Service Family Accommodation is handled in line with policy.

What you'll be doing:
* Support the Notice to Vacate (NTV) process by issuing Notices to Vacate from discharge and estrangement reports
* Handle customer-focused enquiries, including telephone conversations and email responses relating to loss of entitlement
* Keep information accurate and up to date by updating call references, case trackers, and adding notes to an Information Management System (IMS)
* Manage key casework steps such as sending cases for review, issuing supplementary documentation, and producing cessation of entitlement certificates
* Contribute to charge-related work by calculating charges, updating an HCT Excel spreadsheet, and notifying the Homes Charges Team
* Prepare documentation for next steps, including proportionality assessments and solicitor instructions
* Review witness statements and particulars of claim for accuracy, and liaise with solicitors to ensure Orders for Possession are enforced

What you'll bring:
* Strong attention to detail, with a focused, analytical approach
* Excellent written and verbal communication skills, with confidence handling enquiries
* Strong organisational skills to manage case actions and documentation effectively
* Problem-solving mindset, with a willingness to learn and demonstrate initiative
* Good working knowledge of Microsoft packages, including Excel experience
* Customer service experience or skills

Ready to make a meaningful difference? Apply now and join the Defence Infrastructure Organisation (DIO) Accommodation team at RAF Honington.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

Due to the high volume of applications we receive, we are only able to contact candidates who have been selected to progress to the next stage of the recruitment process. If you have not heard from us within 1 week of your application, please assume that your application has not been successful on this occasion. We encourage you to keep an eye on our current vacancies and welcome applications for any future roles that match your skills and experience.

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.