Case Manager

About the job.

We have an exciting opportunity for a highly motivated individual who has a passion for delivering excellent customer service. As a Property Enquiries Case Manager, you will be part of a national customer facing team within the Estates and Facilities Management division.

Working alongside internal and external customers including managing agents, legal teams, other government departments and the public, you will be researching and responding to customer queries within the National Highways estate.

The role will involve resolving a variety of queries such as land ownership, fly tipping, access rights and trespass, on the land around our network of motorways and major roads. You will use your analytical skills to gather and interpret geospatial, legal and property-related data in accordance with legislation and policy.

This role will be worked on a hybrid basis, with an office base location within one of our National Highway’s offices. There will be a requirement to travel and work from the Exeter office twice a week. 

This is a 10-month fixed term contract.

• Providing excellent customer service by investigating and resolving property and land queries relating to the company’s estate. Providing customers, stakeholders and the wider organisation with accurate advice about the company’s land ownership.
• Working collaboratively with solicitors, managing agents and Local Highway Authorities to support the resolution of Health and Safety incidents.
• Managing cases by interpreting common property law, statutory legislation and orders.
• Managing customer expectations and closing property queries to meet business targets and prioritising workload to respond to changing priorities.
• Maintaining the company’s property, financial and other administrative records accurately by complying with statutory requirements and internal procedures along with identifying and minimising health, safety and welfare risks to colleagues and stakeholders.

About you.

• A proven track record of working with a range of internal and external stakeholders as well as strong written and verbal communication skills to provide good customer service.  
• Evidence of the ability to analyse, interpret all relevant information to make informed decisions and to convey complex information effectively to non-technical audiences.
• Ability to utilise computerised mapping systems effectively and efficiently for case management, finance, document storage and retrieval.
• Strong delivery focus with demonstratable experience of using initiative to prioritise workload whilst adhering to tight timescales.
• Attention to detail with high levels of accuracy in all aspects of work.

About us.

Here at National Highways, we manage and improve England’s motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

Business Services plays a crucial role in supporting the efficient operation and growth of the strategic road network. We provide a wide range of essential services across the organisation, ensuring that all functions run smoothly and effectively. We work behind the scenes to support the delivery of high-quality infrastructure and services, ensuring that National Highways meets its commitments to safety, sustainability, and customer satisfaction.

Our key areas of focus include procurement, finance, human resources, IT, and strategic planning. We ensure the company operates efficiently, delivers projects on time and within budget, and meets the needs of stakeholders. By offering expert advice, managing resources, and driving operational excellence, we support National Highways in achieving its mission of maintaining and improving the road network across the country.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.