Home Based, covering Cotswolds, Oxfordshire & West Berkshire

£35,000.00 per annum, plus Car Allowance of £3,715 per annum

Here at Stonewater, we are seeking an Anti-Social Behaviour (ASB) Caseworker – someone to take ownership of casework from start to finish of the process ensuring our ASB Customer Commitments are understood and delivered. This is an exciting role within our Customer Experience (CX) directorate.

You’ll provide customers with a customer journey that is efficient in terms of delivering resolution and next steps, showing sophisticated influencing and negotiation skills and prepare and present cases at court to an excellent standard. You’ll be responsive to changing customer needs and be human by being compassionate, managing challenging conversations with customers who may be experiencing hate crime, domestic abuse, current and past trauma, complex financial issues and a range of complex experiences.

Collaboration with our partners in the Police, Local Authority, Mental Health Services; as well as our external mediation and legal services partners is essential to the success of the role.

Legal action is often a last resort in our ASB casework, and we always look to find creative solutions to resolve our cases. In the cases where legal action is deemed proportionate, you’ll be required to prepare and present legal cases in court. So, experience of this is ideal. You’ll also be working closely with our external legal services partners to ensure we get the right outcomes.

We will, however, be giving comprehensive training to ensure that all our ASB Caseworkers are equipped to get the best possible results for our customers. You’ll also be required to travel to court hearings as part of your role as well as carry out other visits to our customers and communities when required. As part of a national team, you’ll also be asked to take part in our duty processes to ensure we effectively triage our cases.

Using data and behavioural insights to propose service innovations and be an active part of delivering change, you’ll be committed to developing your professional knowledge and expertise in terms of ASB in critical specialist areas and you’ll build customer confidence in digital channels and demonstrate your own personal commitment to using new digital tools for delivering an excellent customer service.

The ideal candidate will have:

• Experience of managing anti-social behaviour cases.

• Experience of developing and working in partnership with external stakeholders.

• Understanding of the law and relevant legislation around managing housing, anti-social behaviour and safeguarding.

• Experience of using the Harm based approach to ASB triage.

• Experience of safeguarding and managing cases involving people who may have a range of specialist and complex needs.

• An outstanding high level of communication skills demonstrating an ability to positively influence and negotiate outcomes.

• Skills in adopting new digital solutions and innovations and experience of delivering change.

• Experience of partnership working to meet the needs of customers, complex multi-agency relationships.

• Experience of preparing complex case files for court and presenting cases in the civil or criminal courts

• Ability to effectively problem-solve and find innovative solutions for customers

• Ability to prioritise and manage a complex case load

• Experience of using mediation or conflict resolution services

Job Description - ASB Caseworker

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.