Case Handler

Case Handler This role will include admin, clerical services specific to damp and mould non hazard cases

Case Handler Hours will be Mon- Fri 8-4/9-5

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

Location is remote candidate will need there own car.

Case Handler Our vision is to create communities where everyone has a safe home in a place where they’re proud to live. We’re big and we’re local. Residents are at the heart of all we and we use our size to influence positive change in the areas where we operate. It’s also about living our values which are at the HEART of what we do. All colleagues are expected to demonstrate a commitment to our values through their behaviours, actions, and words on a daily basis. As a valued member of the Southern Housing Team, you’ll embrace our Values to inspire others as well as yourself to be. • Honest • Efficient • Accountable • Respectful • Trusted You’ll demonstrate our HEART values in your behaviours.

You’ll: • Be authentic, open and transparent in your actions and words. • Believe that by working together we accomplish more, and work hard every day to improve services, efficiency and value for money. • Take responsibility for delivering excellence and own your own actions. • Embrace difference, and put our residents, colleagues and our partners are at the heart of all you do. • Do what you say you will and be relied upon to keep your promises. And, of course, show commitment to our approach to Equality Diversity & Inclusion, Health & Safety, Compliance and Code of Conduct policies and practices within Southern Housing.

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: •

Case Handler 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.

What you’ll need: Knowledge & Experience • A logical, thorough, and analytical approach to problem solving. • Excellent written communication skills – able to present and communicate in a clear, succinct, and compelling manner. • Excellent people skills, demonstrates empathy with residents and avoids becoming defensive, passive, or aggressive when dealing with conflict. • Ability to manage expectations and be clear about what can and can’t be done. • Ability to prioritise and organise competing demands. • Results oriented, works efficiently and accurately within set timescales. • Works well in a team environment, readily shares ideas, information and best practice with colleagues and partners. • Able to update key colleagues on progress with case load. • Can work flexibly, prioritise, and manage competing demands.

Desirable: • Knowledge of the housing sector. • Ability to use reporting tools such as Power BI, etc. • Experience at attending internal and external meetings. • Awareness of Damp & Mould legislation and good practice. Skills • Excellent communication • Good level of IT and keyboard • Excellent collaboration • Creative problem solving • Multitasking

Qualifications • GCSE English or relevant professional qualification • City & Guilds recognised IT and keyboard or similar qualification • NVQ (or equivalent) in Business Admin