Charges Case Manager

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.

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.

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