Damp & Mould Lead

Peabody; Vange; On-site; GBP 42,000 - 52,000; Full time

Job summary

Peabody is hiring a Damp & Mould Lead to support residents through challenging situations, managing cases from initial contact to resolution in a fast-paced, high-visibility role.

The post acts as the key link between residents, contractors and operational teams, requiring outstanding customer service, strong organisation and the ability to handle multiple cases and deadlines while staying compliant with policies and legislation.

Qualifications

• Outstanding customer service skills.
• Experience dealing with difficult 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.

Responsibilities

• Respond to damp and mould cases with professional, sensitive handling.
• Coordinate between residents, contractors and operational teams.
• Manage cases from initial contact to resolution.
• Maintain accurate records in case management systems.
• Prioritise workloads and meet deadlines.

Skills

Customer service

Stakeholder management

Time management

Problem solving

Attention to detail

Tools

Microsoft Office

Job description

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

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.