Client Manager

About the role

We are looking for a dedicated individual to run our frontline client work. This role is both deeply interesting, rewarding and at times challenging. You will be part of a supportive team, and you will be managed by Grace Burgess, who is one of the RootsMove Co-Directors.

You will be responsible for working with the leadership team to shape, develop and improve how we work with clients, the support we offer and the partner organisation ecosystem we work with.

You will work both 1:1 and in groups with clients. Your work will be primarily online but there will be some in-person workshops in London, and you have the option of meeting with clients in-person where logistically feasible.

Your work will be focused on supporting our clients with finding a home in the Private Rented Sector (PRS), alongside more general wraparound support.

You will have approximately 20 households on your caseload at any one time.

Key Responsibilities

Client-facing work

• Jointly assessing clients to understand whether our programme is suitable for them and making supported referrals to other organisations if we are unable to support the client
• Onboarding clients and providing person-centered 1:1 & group client support focused on:
  • Claiming benefits
  • Finding a home in the Private Rented Sector
  • Budgeting
  • Furnishing a home on a budget
  • Managing utilities and bills
  • Finding employment
  • Other general wraparound support
• Logging and tracking all client engagement on our CRM.
• Handle client data in line with GDPR and RootsMove’s data protection policies.”
• Maintain up-to-date knowledge of relevant legislation and policy.

Measuring impact

• Working with the leadership team, steering committee and RootsMove community to improve and develop how we track our impact.
• Co-create impact surveys for clients.
• Hold 1:1 feedback calls with all clients after they’ve gone through a programme with RootsMove.

Systems work

• Reviewing our current systems for tracking client work and working with the leadership team to make improvements.
• Reviewing our wraparound support offering (including partners we refer to)and working with the leadership team to make improvement.

Network & events

• Support the leadership team to develop landlord relationships.
• Attend relevant events and forums connected to migration and housing.
• Build connections with partner organisations in the migration and housing sectors and oversee joint events.

Safeguarding

• Act as Joint Designated Safeguarding Lead, sharing responsibility for safeguarding policy, practice, and oversight and work with Joint Lead to continuously monitor and improve our safeguarding systems.
• Lead on safeguarding incident management and liaise with statutory agencies where required.
• Experience working within safeguarding frameworks, or willingness to undertake immediate DSL training.

The above list is what we expect your role to look like, but there will also be additional areas of work related to client support and you will need to be adaptable to taking on additional duties. However, you will not be expected to take on work that is significantly different to what is outlined here unless your role is changed based on mutual agreement.

Person Specification

Essential

• Knowledge & understanding of the Private Rented Sector in the UK including how to find a home on platforms such as Spareroom and Open Rent.
• Knowledge & understanding of the asylum & refugee system in the UK.
• Knowledge & understanding of the benefits system in the UK.
• Knowledge & understanding of budgeting and running a home (setting up utilities, finding furnishings)
• Experience managing a caseload of clients.
• Have a proven track record of providing 1:1 intensive support to individuals and/or families.
• Have a proven track record of running group workshops.
• Proven experience of networking and building strong relationships.
• Growth mindset with a willingness to learn, adapt and try new approaches.
• Strong IT skills including using G-Suite (Google Drive. Google Meet.
• Excellent written and verbal communication.
• Fluency in English.
• Passionate about the work we do and our values as an organisation.

Desirable

• Experience using a Customer Relationship Management (CRM) system before or able to learn how to use one confidently and independently.
• Fluent (or confident) in either French, Arabic or Ukrainian.

Our work is led, shaped and guided by people with lived experience of seeking asylum in the UK and we are particularly interested in receiving applications from people who are experts by experience.

Working Pattern

• Our team works Monday-Friday between standard working hours.
• Flexible working is possible but you will need to be available for core hours of 10am-3pm on Mondays and Wednesdays.

English-fluent spoken and written