Case Manager

Company description:

Amey Group Information Services Limited

Job description:

Your New Role:

We have a fantastic opportunity for a Case Manager – to join Amey Defence Services, based in Liverpool.  This Account is responsible for delivering a 7-year FM contract across the Central and North Regions for DIO.

The standard hours of work are 37.5 per week.

Due to the volume of complex cases, following a process review conducted by DIO it has been decided that a Case Management capability will be established encompassing Pinnacle, Amey and Vivo. The Amey resource has been scaled as a team of a single Case Manager, who will form part of the wider Escalation Team, supported by two Case Handlers. 

All posts are initially limited as one-year Fixed Term Contracts. The Amey Case Management team will work to the Customer Experience Manager, with Case Handlers aligned to contract regions to develop situational awareness and foster relationships. 

You will be responsible for: 

• Ensure a superior end to end Case Management service is provided
• Work with Pinnacle and Vivo Case Managers to deal with cases that are escalated to the Escalation Team
• Provide subject matter expertise to key internal and external stakeholders and customers
• Foster collaborative relationships with all stakeholders to develop a mutual understanding on Case Management processes and facilitate effective resolution
• Exercise judgement and make recommendations related to Case Management and resolution to facilitate informed decision making and to drive service improvements
• Report and analyse feedback data to enable business areas to proactively improve and make evidence-based decisions
• Manage the RAMS Case Handlers to ensure effective solutions are delivered and work is actively progressed.
• Work collaboratively with all other (Pinnacle and Vivo) Case Managers to resolve escalated cases due to priority/difficulty of the work required.
• Be empowered to make decisions on the delivery of the service if necessary
• Be empowered to drive change, with direct and instant access to decision makers

What makes this role unique is you will work daily with he Escalations Team, comprising of Pinnacle and Vivo Case Managers, whilst liaising with Amey Case Handlers and other personnel as required.

Who is Amey?

• We are at the heart of modern Britain, helping the economy to grow by designing, maintaining and transforming the nation’s strategic assets. 

• Our 11,000 people are behind the critical services the country relies on every day. 

• Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients. 

• We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the sustainable growth of the country.

To find out more take look at Amey

Profile description:

We want to hear from you if you have:

• Hold or be able to achieve BPSS Security Clearance
• Customer experience knowledge
• Strong communication and interpersonal skills.
• Attention to detail and commitment to maintaining a secure environment.
• Ability to collaborate with various teams and stakeholders.
• Flexibility to adapt to changing requirements and undertake additional duties as needed.
• Positive attitude and commitment to self-development.

We offer:

What we offer you:

When you join us, we can offer flexibility, career development, a choice of benefits and support that help you through all life’s ups and downs. It’s the reason why Investors in People put us among the top 1% of employers and we have a competitive reward and benefits program.

• Career Development - Exceptional development and progression plan
• Pension – Generous Pension scheme which we will contribute to
• Holidays - Minimum 24 days holiday + Bank Holidays
• Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership.
• Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers.Social Value - You’ll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives.

Application Guidance:

Amey is committed to Inclusion and Diversity. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We will also guarantee you an interview if you have a disability, as long as you are qualified for the role.  

Please contact our recruitment team at to discuss any access needs, reasonable adjustments or additional support that may be required at any point during the recruitment process.

We reserve the right to close this vacancy before the closing date should we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Apply today – We are excited to hear from you!

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