Case Handler - Admin & Clerical

Hummingbird-Solutions; Maidstone; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

Hummingbird Solutions Pty is seeking an organised, customer-focused Administration Support Officer to join our damp and mould project team. You will handle enquiries, support the Specialist Surveyors, and coordinate diaries, appointments and communications to ensure timely case resolution in line with the Southern Housing Damp and Mould Framework.

You will base in one of our offices (Farringdon, Croydon, Isle of Wight, Maidstone or Sittingbourne) with hybrid working options, and must have solid

Qualifications

• GCSE English or relevant professional qualification.
• City & Guilds recognised IT and keyboard or similar qualification.
• NVQ (or equivalent) in Business Admin.
• Location is remote; candidate will need their own car.
• Option for working in a hybrid.

Responsibilities

• 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.

Skills

Excellent communication

IT skills

Excellent collaboration

Creative problem solving

Multitasking

Education

NVQ in Business Admin

City & Guilds IT qualification

GCSE English

Tools

Power BI

Job description

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

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

• 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 is 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.

Qualifications

• GCSE English or relevant professional qualification
• City & Guilds recognised IT and keyboard or similar qualification
• NVQ (or equivalent) in Business Admin
• Location is remote candidate will need there own car.
• Option for working in a hybrid

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