Damp, Mould & Disrepair Team Leader - 12 Month FTC

Our Estates and Responsive Repairs teams are responsible for the provision and delivery of high quality, effective and responsive estate services and repairs to our customers, residents, homes and communities. As Damp, Mould & Disrepair Team Leader, you will manage team members and contractors to deliver our response, ensuring that our residents receive an efficient and effective response and experience from our service. You will provide a professional customer experience to our residential and commercial customers and clients and support our partner contractors in delivering high quality services.

Key Responsibilities

Damp, Mould & Disrepair

• Oversee the management and triaging incoming reports of damp and mould, including logging new cases, overseeing administration of the damp and mould tracker, and booking inspections
• Manage and oversee all resident communication around damp and mould, including inspection outcomes and agreed works and timescales, and ensure customers receive regular, clear and timely communication in relation to damp and mould works
• Provide advice to residents around damp, mould and condensation, including signposting to other departments where needed, such as our financial resilience team, housing team etc
• Hold weekly meetings with Property Surveyors (Damp and Mould) and Damp & Mould Repairs Officer to progress all live damp and mould cases
• Oversee the management of all disrepair claims, working alongside the Repairs Officer, Repairs Manager, including logging and recording new cases, overseeing administration of the disrepair tracker and booking surveyors
• Instruct solicitors, liaise with legal representatives, preparing paperwork and represent the organisation in Court as required
• Hold weekly meetings with Property Surveyors and Repairs Officer to progress all live disrepair claims
• Directly supervise & support the Damp & Mould Repairs Officer to ensure we are providing fast, effective and customer-centred approach to all Damp and Mould cases, including support in managing the D&M Inbox
• In line with our performance review procedures hold regular / monthly one-to-ones and periodic appraisals with the Damp & Mould Repairs Officer to identify any performance, training and support issues
• Manage and respond to service enquiries from customers, contractors, other departments, external bodies and stakeholders and ensure appropriate information is recorded and responded to

General

• Raise Purchase Orders, and process invoices up to a limit of £1000

• Raise jobs for responsive repairs as required
• Manage compensation requests including facilitating payments
• Update and manage computer databases and spreadsheets, provide regular update ports and assist in compiling information for formal reports
• Fully investigate and provide formal responses to all complaints, MP and Councillor enquiries, analysing data and making sure appropriate solution is achieved and tracked to completion
• Establish a good working relationship with our contractors and work with them to ensure continuous improvement
• Compile and present performance information to staff, managers and contractor at Operations and Team Meetings as required
• Any other duties reasonably required, including deputising for Repairs Manager as required

Requirements

For this position, we have listed the requirements we believe are essential for this role:

Knowledge and skills

• Excellent communication skills including written and verbal
• Excellent administrative and organisational skills.
• Good time management skills, ability to prioritise, work to deadlines and meet targets
• Solutions focussed with an ability to problem solve
• Excellent IT skills, including use of databases, spreadsheets and word processing systems
• Ability to work under pressure
• Ability to balance the needs of the resident with those of the organisation
• Effective negotiation and influencing skills with the ability to be firm with contractors and residents when necessary
• Ability to take responsibility, work independently and flexibly

Experience

• Experience of staff supervision and management
• Experience of working in a customer service environment
• Experience of working in property or housing maintenance
• Experience of dealing with damp, mould and condensation
• Experience of dealing with legal disrepair
• Experience of working with/ managing contractors
• Experience of dealing with and responding to complaints

Benefits

The salary for the role is £42,000 with up to 10% Pension contribution.

We also offer a fantastic additional benefits:

• Flexible-working
• Life Assurance
• Employee Wellbeing App/ Mental Health Support
• Online GP Service
• Cycle to work
• Opportunities for self-development with over 60 courses available to self-enrol
• Opportunities to volunteer in our Charity Retail Stores or on our Befriending Program

Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.