Job Purpose
The Case Handler will provide high-quality administrative and case management support for non-hazard damp and mould cases, ensuring residents receive a responsive, efficient and customer-focused service.
Reporting to the Project Manager (Damp & Mould), the post holder will manage a caseload of damp and mould enquiries, coordinating repairs and associated actions from initial contact through to resolution. The role will involve working closely with residents, surveyors, contractors and internal teams to ensure cases are progressed in line with organisational procedures, relevant legislation and service standards.
The Case Handler will play a key role in supporting the organisation's commitment to a zero-tolerance approach to damp and mould, ensuring accurate record keeping, effective communication and timely case progression while maintaining a strong focus on resident wellbeing and compliance.
- Manage a caseload of damp and mould enquiries from initial report through to resolution, ensuring cases are progressed efficiently and within agreed timescales.
- Respond to enquiries received from residents, colleagues and external stakeholders in a professional, empathetic and customer-focused manner.
- Assess and categorise damp and mould cases in accordance with organisational procedures and relevant legislation, escalating complex or high-risk cases where appropriate.
- Coordinate appointments, inspections and repair activities, liaising with specialist surveyors, contractors and operational teams.
- Provide administrative support to the Damp & Mould team, including diary management, scheduling appointments and maintaining accurate case records.
- Monitor case progress and ensure all actions, correspondence and documentation are recorded accurately within case management systems.
- Provide residents with advice, guidance and updates throughout the lifecycle of their case, managing expectations and promoting effective damp and mould prevention.
- Ensure complaints, enquiries and reports are completed accurately, within deadlines and in accordance with organisational procedures.
- Escalate any health and safety concerns, safeguarding issues or reputational risks promptly to the appropriate manager.
- Coordinate responses to enquiries from local authorities and other external agencies where required.
- Support compliance with the Housing Ombudsman recommendations, internal policies and damp and mould operating procedures.
- Build effective working relationships with colleagues, surveyors, contractors and external partners to deliver positive outcomes for residents.
- Produce accurate administrative records and support reporting requirements as requested.
- Contribute to continuous service improvement by identifying opportunities to enhance processes and customer experience.
- Undertake any other duties appropriate to the role and grade.
- GCSE English (or equivalent).
- NVQ in Business Administration (or equivalent) or relevant administrative qualification.
- Good working knowledge of Microsoft Office and case management systems.
- Understanding of damp and mould legislation, including Awaab's Law and associated housing standards.
- Knowledge of housing repairs processes and customer service principles.
- Awareness of Housing Ombudsman guidance and best practice is desirable.
- Knowledge of reporting tools such as Power BI is desirable.
- Experience working in an administrative or case handling role.
- Experience managing a caseload and coordinating multiple activities simultaneously.
- Experience working directly with customers, ideally within the public or housing sector.
- Experience maintaining accurate records and managing confidential information.
- Experience coordinating appointments, diaries and administrative processes.
- Experience working collaboratively with internal teams and external stakeholders.
- Excellent customer service and communication skills, both written and verbal.
- Strong organisational skills with the ability to prioritise a busy workload and meet deadlines.
- Excellent attention to detail and accuracy in record keeping.
- Strong analytical and problem-solving abilities.
- Ability to manage sensitive conversations with empathy and professionalism.
- Ability to work independently while contributing effectively as part of a team.
- Good IT and keyboard skills with confidence using multiple systems.
- Ability to manage competing priorities in a fast-paced environment.
- Commitment to delivering high-quality customer outcomes and continuous service improvement.
- Full UK driving licence and access to a personal vehicle.
- Ability to travel to properties and office locations as required.
- Commitment to equality, diversity and inclusion, health and safety, data protection and organisational policies.
Location: Remote (travel required to properties and operational locations)
Hours per week: 35 hours per week
Bi-Weekly Payments
