Case Handler - Admin & Clerical

Job description

About

Experience of working with customers in public sector, organised, experience of case management and knowledge of Awaabs legislation required.

The role Reporting to the Project Manager (Damp & Mould), you will assist in ensuring that the organisation fulfils its zero-tolerance approach to damp and mould within its homes as outlined in the Southern Housing Damp and Mould Framework and Standard Operating Procedure. You will provide effective case handling of all Damp & Mould repair requests and provide admin support to the team of Specialist Surveyors, including diary management, appointment scheduling and general communication.

The location You’ll be based at one of our main offices in either Farringdon, Croydon, Isle of Wight, Maidstone or Sittingbourne, with the option for working in a hybrid way when appropriate and as agreed with your manager. What you’ll be doing: •

Dealing and responding to all damp and mould enquiries received directly from residents or via colleagues. • Categorising the severity of the situation based on the Southern Housing Damp and Mould/ Repairs & Serious Health Conditions operating procedure. • Coordinating actions that are applicable to achieve a successful resolution. • Communicating with residents to provide support, guidance and advice around damp & mould management and prevention. • Ensure reports, enquiries and complaints are completed to deadline and compliant with standard operating procedure. • Interacting with key internal and external stakeholders. • Immediately escalating any Health & Safety/ reputational risks or concerns. • Coordinating and acting on any local authority enquiries. • Administrating compliance with the Housing Ombudsman Spotlight Report and Best Practice Action Plan.