Case Handler

Aatom Recruitment; Grove Green; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Aatom Recruitment is seeking a Case Handler for a Local Authority. The role is a 3-month contract, 35 hours per week, with mandatory office days Tuesday and Wednesday and remote work 3 days after training, with hybrid potential.

Location options include Farringdon, Croydon, Isle of Wight, Maidstone, or Sittingbourne. Key duties include handling damp and mould cases, diary management, and coordinating with a team of specialists.

Qualifications

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

Responsibilities

• Dealing with damp and mould enquiries from residents or colleagues.
• Categorising severity per procedures and coordinating actions for resolution.
• Communicating with residents to provide support and guidance on damp and mould management.

Skills

Analytical thinking

Written communication

People skills

Conflict management

Prioritisation

Team player

Progress updates

Education

GCSE English

City & Guilds IT

NVQ in Business Admin

Tools

Power BI

Job description

Aatom Recruitment is looking for Case Handler on behalf of a Local Authority.

Job Title: Case Handler

Contract Duration: 3 Months with a possibility of extension

Hours Per Week: 35

Work Pattern: Mandatory office Tuesday and Wednesday and working remotely 3 days after training and merit. Flexibility to work from Sittingbourne when needed.

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

You’ll:

• 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 council's 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.

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

Qualifications

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