Damp and Mould Case Manager To lead on TCH’s case management of repairs linked to damp and mould, direct line management of the Property Officer and allocating cases with suspected underlying property defects causing damp and mould to TCH’s area Maintenance Surveyors. Reporting to: Repairs and Maintenance Manager Responsible for: Property Officer Hours of work: 35 Probation Period: 6 Months Contract: Permanent Notice Period: 1 Month Why choose us? * Contributory pension scheme 4% to 10% matched contributions * Hybrid working * Free onsite car parking * Life assurance of 4x annual salary (Terms and Conditions apply) * 30 days annual leave in addition to bank holidays * Two volunteer days per year * Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions) * Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses * Extensive annual Staff Wellbeing programme * Enhanced maternity, paternity, and shared parental leave provision * Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.) * Annual flu vaccinations * Access to an extensive range of corporate discounts on shopping, travel & days out * Social events, including lunchtime walking, rounders, festive Fridays * Travel loan Core accountabilities To case manage TCH’s damp and mould and condensation related repairs to minimise risk to TCH and its residents Co-ordinate with TCH’s repairs team to ensure swift completion of repairs relating to damp and mould Triage repairs according to severity and in line with TCH’s established HHSRS reporting Manage the Damp and Mould Inspector and ensure cases are followed through to completion Allocate properties with either repeat visits for damp, mould and condensation or suspected structural defects to TCH’s Maintenance Surveyor to scope any repairs needed Responsible for advice to TCH’s residents on the most effective ways of managing damp, mould and condensation within the home Be the first point of contact and escalation for queries or complaints relating to damp and mould for the team. Responsible for complaints from stakeholders and ensure issues are resolved satisfactorily with clear written letters or reports to provide accurate audit trails of the complaints. Responsible for customer contact and ensure it is achieved within set timescales, including taking telephone calls and responding to e-mails/letters. To deliver excellent customer service in all interactions with the customer To assist with data for ongoing audits To liaise with other departments, staff, stakeholders and outside agencies as appropriate To focus on continuous improvement using customer feedback and to assist with moving towards digital working. To process letters and provide standard written responses in line with the requirements of the Contracts & Compliance team General To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible. Recognise, respect, and promote the different roles and diversity of individuals. To actively contribute towards the key performance indicators and professional standards. Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly. To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. To participate in training, attend other meetings, and staff events as required. Be an effective member of your team, presenting a positive impression of your section and the Group. Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements. Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately. Maintain awareness of budget requirements and value for money while delivering your role. Consider and highlight any risk to the organisation or individuals whilst delivering your role. Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly. This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence. A enhanced DBS check will be carried out This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected. Required education and qualifications GCSE standard or equivalent education Competent user of Microsoft Office packages (Outlook, Word, and Excel) Required key skills and competencies Experience of document management and diary co-ordination Knowledge of the housing sector would be an advantage Experience of delivering advice and complex information often in challenging situations Ability to manage expectations and act as a gatekeeper Knowledge of risk management/assessment frameworks Required behaviours Excellent verbal and written communication skills Strong interpersonal, influencing and negotiation skills Good numerical and analytical skills Proven ability to organise and prioritise work, meet deadlines, work under pressure and handle a number of tasks simultaneously and accurately. Proactive approach to solving problems Able to work as an effective team member with minimum supervision Ability to multitask and anticipate assignments while maintaining meticulous attention to detail Demonstrates resilience in pressured and stressful situations Ability to deal with sensitive information, maintaining discretion and confidentiality Ability to create an environment of trust, fairness and openness. Ability to lead and motivate a team. Able to work with a high degree of autonomy and flexibility. Committed to continuing personal and professional development. Our Values Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done. Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites. Equal Opportunities Statement TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH. We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process. Applications Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications. Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer. Key dates Applications Close: 5th June 2025 Interview Date: 17th June 2025