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About the Role
We’re looking for a Damp and Mould Resident Liaison Officer to be a key point of contact for residents while damp and mould issues in their homes are being addressed. You’ll manage the resident-facing coordination of damp and mould cases, working closely with residents, contractors, operatives and Housing colleagues to make sure inspections and works are progressed and residents are kept informed.
Responsibilities
- Maintain regular contact with residents throughout their case, including where works are delayed or change.
- Arrange access, inspections and appointments and coordinate with contractors and in-house operatives.
- Monitor open and outstanding works and follow actions through to completion.
- Visit residents and provide approved information before works where required.
- Maintain accurate case records and respond to resident enquiries.
- Work across frontline and back-office teams to resolve issues and prevent cases from stalling.
- Identify delays, risks, recurring issues or contractor performance concerns and escalate these appropriately.
- Support contractor and service performance, including invoice and valuation checks and post-inspection activity where required.
Requirements
- Knowledge or experience of housing, repairs, property maintenance or damp and mould, with an understanding of responsive repairs processes.
- Experience of working with residents or customers, and contractors.
- Excellent customer service, communication and interpersonal skills, with the ability to handle difficult conversations sensitively.
- Strong organisation and case-management skills, with the ability to coordinate appointments and actions and follow issues through to resolution.
- Good record-keeping and digital skills.
- The ability to identify when issues, delays or risks need to be escalated.
- An understanding of health and safety, safeguarding and the needs of vulnerable residents.
Skills
- Customer service
- Communication
- Interpersonal skills
- Case management
- Record-keeping
- Digital skills
Location
- Croydon
Work Type
- Permanent
- 36 hours per week
- Flexible and agile working
Salary/Compensations
- Grade 6 £36,693- £37,794p.a.
Benefits
- Career Development – opportunities to learn, develop and build your career
- Local Government Pension Scheme
- Up to 31 days annual leave, subject to eligibility, plus Bank Holidays and the option to purchase additional leave
- Work Life Balance – flexible and agile working in line with service requirements
- Family Friendly policies
- Employee Assistance Programme – confidential support available 24/7
- Inclusive Culture – working in a diverse organisation where everyone is valued
- Make a Difference – work that directly improves services and outcomes for Croydon residents
About the Company
- Croydon Council balances its books, listens to residents, and delivers good sustainable services.
- Get a grip on the finances and make the council financially sustainable.
- Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses.
- Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors.
- Ensure good governance is embedded and adopt best practice.
- Develop our workforce to deliver in a manner that respects the diversity of our communities.
- Croydon is a place of opportunity for business, earning and learning.
- Children and young people in Croydon have the chance to thrive, learn and fulfil their potential.
- Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home.
- People can lead healthier and independent lives for longer.
- Croydon Council’s new ways of working.
Equal Opportunity
- Croydon Council is an inclusive employer and welcomes applications from all sections of the community.
- Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
- As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
- Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
- The Successful candidate will be subject to a DBS check, if the role requires one.