Senior Customer Experience Partner – Damp & Mould Specialist & Lead Vulnerable Support Advocate (Remote, UK) – Championing Healthy Living & Community Resilience at brighthush

About brighthush

brighthush is more than a social housing provider; we are a movement dedicated to turning every home into a sanctuary of health, safety, and dignity. With a portfolio of over 10,000 homes across the United Kingdom, we blend cutting‑edge technology, evidence‑based science, and a people‑first philosophy to deliver safe, affordable, and sustainable living spaces. Our mission is simple yet powerful: create vibrant, resilient neighbourhoods where every resident feels secure, respected, and empowered.

Why This Role Matters

As the Senior Customer Experience Partner – Damp & Mould Specialist & Lead Vulnerable Support Advocate, you will be the frontline champion for residents who face the most pressing health and safety challenges in their homes. Your work will directly influence the well‑being of thousands of people, ensuring that damp and mould issues are resolved swiftly, compassionately, and with a focus on long‑term prevention. By bridging the gap between technical expertise and resident support, you will help brighthush maintain its reputation as the gold standard in social housing.

Key Responsibilities

• Caseload Management: Maintain a balanced portfolio of damp and mould cases, prioritising urgent matters and ensuring timely resolution.
• Customer Support: Serve as the primary point of contact for residents, providing clear guidance, updates, and reassurance throughout the remediation process.
• Enquiry Resolution: Investigate and resolve complex customer queries, collaborating with technical specialists, contractors, and internal stakeholders.
• Data & Reporting: Log all interactions in our digital systems, generate regular reports on case status, and identify trends that inform process improvements.
• Continuous Improvement: Participate in quality assurance initiatives, share best practices, and contribute to the development of new customer‑centric workflows.
• Stakeholder Collaboration: Work closely with the Damp & Mould Technical Team, Property Management, and the Vulnerable Support Unit to ensure a seamless customer journey.
• Compliance & Risk Management: Adhere to all relevant health and safety regulations, data protection laws, and brighthush policies.
• Community Engagement: Attend virtual town halls and community outreach events to gather feedback and promote awareness of damp and mould prevention.

Impact & Success Metrics

By mastering the art of customer partnership, you will:

• Reduce the time to resolution for damp and mould complaints by 30%.
• Improve resident satisfaction scores, contributing to higher retention rates.
• Identify systemic issues that inform policy changes and future technology investments.
• Serve as a role model for compassionate service delivery across the organization.

Essential Qualifications

• High school diploma or equivalent; a degree in Environmental Science, Building Technology, or a related field is a plus.
• Minimum of 1 year of customer‑facing experience, preferably in a service or support environment.
• Experience working with vulnerable or at‑risk populations, demonstrating empathy, patience, and strong communication skills.
• Proficiency in digital tools such as brighthush CRM platforms, brighthush Office Suite, and basic data entry.
• Strong problem‑solving abilities, with a track record of turning complex issues into actionable solutions.
• Excellent written and verbal communication skills in English.
• Demonstrated ability to manage multiple priorities in a fast‑paced, remote work setting.

Preferred Qualifications

• Background in damp, mould, or building science, including knowledge of remediation techniques and health impacts.
• Experience with digital customer support platforms (e.g., brighthush).
• Familiarity with UK housing regulations, health and safety standards, and data protection (GDPR).
• Previous exposure to remote work environments and virtual collaboration tools.
• Certification in customer service excellence or a related professional development program.

Key Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help residents achieve safe, healthy living conditions.
• Communication: Clear, concise, and compassionate communication across diverse audiences.
• Negotiation & Conflict Resolution: Ability to mediate disputes and find win‑win solutions.
• Analytical Thinking: Strong data interpretation skills to identify patterns and drive improvements.
• Adaptability: Comfortable navigating changing priorities and evolving processes.
• Team Collaboration: Proven ability to work effectively with cross‑functional teams.
• Technology Savvy: Quick to learn new software and digital workflows.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Senior Customer Experience Partner, you will have access to:

• Structured onboarding and mentorship programs that pair you with experienced colleagues.
• Regular training sessions on damp & mould science, health & safety regulations, and customer service best practices.
• Opportunities to lead process improvement projects, giving you hands‑on experience in project management.
• Internal career pathways that allow you to transition into technical, operations, or leadership roles.
• Access to an online learning portal featuring courses in environmental science, data analytics, and communication.
• Annual performance reviews that identify growth areas and set clear, measurable career goals.

Work Environment & Culture at brighthush

Our remote‑first approach means you can work from anywhere in the UK, with a flexible schedule that respects your personal commitments. Despite the distance, we maintain a vibrant, inclusive culture through:

• Weekly virtual team huddles to share updates, celebrate wins, and foster camaraderie.
• Monthly town‑hall meetings where senior leaders discuss strategy and answer questions.
• Annual virtual retreats that combine learning workshops with social activities.
• A robust internal communication platform that keeps everyone connected and informed.
• A commitment to mental health and wellbeing, with access to counseling services and wellness resources.
• Regular virtual coffee chats and informal “water cooler” sessions to build relationships across departments.

Compensation, Perks & Benefits

While the base salary for this role is competitive at GBP 29,000 per year, brighthush offers a comprehensive benefits package designed to support your professional and personal life:

• Health and dental insurance plans with flexible coverage options.
• Generous annual leave (25 days + public holidays) plus a personal day for volunteering or community service.
• Employee assistance program (EAP) for confidential counseling and support.
• Professional development stipend to cover courses, certifications, or conferences.
• Wellness initiatives, including virtual fitness classes and mindfulness sessions.
• Technology stipend to equip you with the necessary hardware and software for remote work.
• Employee referral bonus program for bringing in top talent.
• Flexible working hours and a results‑oriented performance model.
• Access to a digital learning library and monthly knowledge‑sharing webinars.

How to Apply

If you are passionate about making a real difference in people’s lives, thrive in a collaborative remote environment, and possess the skills and experience outlined above, we encourage you to apply. Join brighthush and become part of a mission‑driven team that is reshaping the future of social housing.

To submit your application, please click the link below and complete the online application form. We look forward to learning how your unique background and expertise can contribute to our shared success.