Damp & Mould / Complex Repairs Liaison Officer Full Time | Permanent | Hybrid Salary: £39152 - £41771 We’re looking for a proactive and customer-focused Damp & Mould / Complex Repairs Liaison Officer. This is a newly created role offering the opportunity to develop improved systems and a truly tenant-focused process for managing damp and mould cases, property hazards, complex repairs and disrepair. You’ll help ensure strong communication, timely action and full compliance with legislation including Awaab’s Law. The Role As Liaison Officer, you’ll act as the main point of contact for residents experiencing damp, mould, complex repair issues or disrepair, coordinating activity between tenants, contractors, Housing Operations and Property Services teams. You’ll: * Provide clear, empathetic communication to residents, ensuring they understand processes, timelines and expectations. * Coordinate inspections, surveys, and remediation works, supporting tenants where temporary moves are required. * Monitor progress on all cases, ensuring contractors comply with deadlines and quality standards, including Awaab’s Law. * Escalate delays or risks promptly, providing clear reports and suggested resolutions. * Deliver excellent customer service, follow up with residents after works and gather feedback. * Maintain accurate end-to-end records of all communications, inspections and works. * Prepare reports on caseloads, KPIs, trends and areas for improvement. * Support complaint handling and resolution linked to damp, mould or complex repairs. * Make reasonable adjustments for vulnerable residents, using household data to prioritise appropriately. * Carry out quality assurance checks, site visits and satisfaction calls (not technical surveying). * Support continuous improvement by recommending changes to processes, systems and policy. * Work collaboratively across teams including Property Services, Environmental Health and Housing Management, as well as with external contractors. About You You’ll bring strong communication skills, excellent organisation and a passion for delivering high-quality customer service. You will also have: Essential * Experience in a customer-facing, high-pressure environment within housing, property or a related service. * Strong organisational skills, with the ability to manage multiple cases and meet deadlines. * Experience coordinating activity between multiple stakeholders. * Clear, confident communication skills, both verbal and written. * Understanding of customer care principles and a tenant-first approach. * Knowledge of damp and mould issues, disrepair, property hazards or housing maintenance processes (or ability to learn quickly). * Ability to maintain accurate records and analyse information to support decision-making. * IT proficiency, including Microsoft 365 and case/property management systems. Desirable * Knowledge of relevant housing legislation (Housing Act 2004, Environmental Protection Act 1990, Homes (Fitness for Human Habitation) Act 2018). * Experience handling complaints or complex cases. * Experience working within a regulatory framework. * Training or qualifications in housing, customer service, or project coordination. This role is ideal for someone who is empathetic, organised and proactive, with a desire to improve residents’ homes, safety and wellbeing through timely and effective case management. This vacancy is being advertised on behalf of Greenacre Recruitment Ltd, who are operating as a recruitment agency and business