Damp and Mould Lead

Peabody; Basildon; On-site; GBP 45,000 - 58,000; Full time

Benefits offered by this job

30 days annual leave

Volunteer days

Flexible benefits scheme

Life assurance 4x salary

Pension contribution up to 10%

Job summary

Peabody in Basildon is seeking a Damp & Mould Lead to manage cases from initial contact to resolution, coordinating with residents, contractors and operations to deliver timely, sensitive outcomes.

The role demands outstanding customer service, ability to handle vulnerable residents, strong organisation, and knowledge of policies and legislation. On-site work with a supportive team and opportunities to influence service improvements.

Qualifications

• Outstanding customer service skills
• Experience dealing with difficult, challenging or vulnerable residents/customers
• Strong time management and prioritisation skills
• The ability to manage multiple cases and deadlines simultaneously
• Excellent communication and stakeholder management skills
• A self-motivated approach with the confidence to work independently
• Strong problem-solving skills and a passion for achieving positive outcomes
• Experience in a fast-paced environment where attention to detail is critical

Responsibilities

• Manage damp and mould cases from initial contact through to resolution
• Coordinate with residents, contractors and operational teams to ensure timely outcomes
• Prioritise and manage multiple cases and deadlines simultaneously
• Communicate clearly with residents and stakeholders, building trust and ensuring compliance
• Navigate policies, procedures and legislation relevant to housing and resident services
• Maintain accurate case records using housing management systems

Skills

Customer service

Stakeholder management

Time management

Communication skills

Independent work

Problem solving

Attention to detail

Tools

MS Office

Case management system

Housing management system

Job description

Our Vacancy

Make a real difference where it matters most.

At Peabody, we're committed to creating safe, healthy homes for our residents. As our new Damp & Mould Lead, you'll play a vital role in helping residents through challenging situations, ensuring cases are managed effectively, sensitively and in line with Awaab's Law.

This is a fast-paced, highly visible role where no two days are the same. You'll be the key link between residents, contractors and operational teams, taking ownership of damp and mould cases from initial contact through to resolution.

What You’ll Be Doing

• Outstanding customer service skills.
• Experience dealing with difficult, challenging or vulnerable residents/customers.
• Strong time management and prioritisation skills.
• The ability to manage multiple cases and deadlines simultaneously.
• Excellent communication and stakeholder management skills.
• A self-motivated approach with the confidence to work independently.
• Strong problem-solving skills and a passion for achieving positive outcomes.
• Experience in a fast-paced environment where attention to detail is critical.
• Good IT skills, including experience using Microsoft Office applications and case management or housing management systems.
• An understanding of policies, processes and relevant legislation, with the ability to follow procedures and maintain compliance.
• Housing, property services, repairs or social housing experience would be highly beneficial, although not essential for candidates with strong customer service and case management experience.

What We’re Looking For

We're looking for someone who thrives in a customer-focused environment and can stay calm under pressure.

You’ll Have

• Outstanding customer service skills
• Experience dealing with difficult, challenging or vulnerable residents/customers
• Strong time management and prioritisation skills
• The ability to manage multiple cases and deadlines simultaneously
• Excellent communication and stakeholder management skills
• A self-motivated approach with the confidence to work independently
• Strong problem-solving skills and a passion for achieving positive outcomes
• Experience in a fast-paced environment where attention to detail is critical

Why join us?

This is an opportunity to join a team making a genuine impact on residents' lives. You'll work with passionate colleagues, influence service improvements, and help ensure residents receive the high-quality service they deserve. When you join Peabody, you're joining a team guided by our values: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer

• 30 days' annual holiday, plus bank holidays
• Two additional paid volunteering days each year
• Flexible benefits scheme, including family-friendly benefits and access to a discount portal
• 4 x salary life assurance
• Up to 10% pension contribution

Please Read Before Applying

• Peabody does not provide sponsorship as a licensed UK employer.
• Due to the volume of recruitment activity, the advert may close early if sufficient applications are received, therefore we encourage interested candidates to apply as soon as possible.

An in-person assessment centre will be held at Pembroke House, Pitsea, Essex on Friday 2nd October

We're committed to making our recruitment process inclusive. If you require any reasonable adjustments during the recruitment process, please let us know and we'll be happy to support you.

If you have any questions about the role, please contact Talent Specialist Joanne Ayliffe at [e-mail].