Senior Customer Services Adviser - Damp and Mould
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Direct message the job poster from Scottish Borders Housing Association
Position: Communications Officer at Scottish Borders Housing Association
Permanent, full-time – 35 hours per week
Salary: £31,673 - £34,958 per annum
The postholder acts as a specialist adviser responsible for providing administrative and analytical support to assist the Neighbourhood Property Officer (Damp & Mould) in managing complex damp and mould cases within the Association.
The role champions customer service excellence, serving as the primary contact between SBHA and its tenants regarding complex cases. It ensures high-quality communication, fair treatment, and support tailored to individual needs.
Responsibilities include:
1. Responding to enquiries related to damp and mould, managing cases to satisfactory conclusions.
2. Maintaining communication with tenants, preparing action plans and risk assessments, and producing reports.
3. Managing case files, monitoring initiatives, and participating in meetings related to case management.
4. Administering the team’s recording systems and inputting case data.
5. Providing advice and support to tenants and making referrals to support services or external agencies.
6. Supporting the Neighbourhood Property Officer in developing a proactive service for complex cases.
7. Ensuring accessible and up-to-date informational materials for tenants.
8. Serving as a focal point within SBHA for damp and mould cases and liaising with internal teams and external agencies.
9. Representing the team at meetings and providing advice to Customer Service Advisers on escalation routes.
10. Assisting during peak demand periods and handling direct inquiries.
11. Reviewing and recommending improvements for the service.
12. Updating relevant documents and ensuring administrative systems are maintained.
13. Ensuring decisions comply with policies, legal standards, and best practices.
14. Supporting understanding of tenant needs and improving service delivery based on feedback.
15. Exploring sector best practices and technological solutions for proactive case management.
16. Providing cover for other Advisers as needed.
Qualifications: For full details, contact people@sbha.org.uk
Seniority level
* Mid-Senior level
Employment type
* Full-time
Industries
* Non-profit Organizations
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