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MMP Consultancy is currently recruiting an enthusiastic Customer Resolution Officer to join a Housing Association on a fixed term basis, in Kent.

Please note this position offers Hybrid Working.

Responsibilities:
* Investigate and respond to customer feedback and complaints with compassion and impartiality within our timescales.
* Ensure all customers receive an equal experience and opportunity to give feedback, and tailor the service to meet the diverse needs of individuals.
* Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
* Keep customers informed on progress while investigating their complaint.
* Ensure that policies and procedures are followed or challenged appropriately where necessary.
* Respond in writing to customer complaints and log on systems.
* Proactively look for solutions and opportunities to improve the services.
* Collaborate with colleagues to achieve a fair and appropriate outcome for customers, challenging where necessary.
* Ensure learns from our customers' experiences, working with colleagues to identify areas of improvement.
* Actively manage your learning to keep your knowledge up to date, enabling you to respond effectively to customer feedback.

Requirements:
* Experience of working within a customer service environment and/or resolving customer enquiries and complaints.
* Experience of dealing with challenging behaviour and resolving difficult situations.
* Experience of problem solving and making decisions based on sound judgment.
* Experience of understanding and applying policies, procedures and guidelines.
* Ability to communicate clearly and use the most appropriate style and method of communication with internal and external customers and stakeholders.
* Good standard of written communication skills, able to write for a variety of audiences.

MMP Consultancy are working with a fantastic organisation based in East London who are looking to recruit a Income Officer on a ongoing basis.

Main Responsibilities:

* Manage rent, service charge, major works, cyclical and rechargeable accounts, and other housing related debts such as court cost, rechargeables on a regular basis in line with the organisations policies and procedures including legislation.
* To negotiate repayment plans that will clear arrears within a realistic timescale and take corrective action where such payment plans are not complied with.
* Referring residents for support when required to enable them to maximise their income, resolve their debts and sustain their tenancy.
* To take personal responsibility for all aspects of recovery work within the team ensuring cases are progressed in line with policy, procedure and legislation.
* To maximise income collection by leading the management of serious and complex cases across
- Rents and Service Charges
- Leasehold
- Commercial rents
- Sales Ledger & Sundry Debts
* To support Customer Accounts Advisors to maximise income collection for complex cases including:
- Non-Residential Income
- Former Tenant balances
- Sales Ledger
- Sundry Debts
* To pro-actively monitor accounts and take appropriate recovery action.
* Review and monitor former tenant balances including investigating cases and making recommendations for write-off.
* Undertake all aspects of income recovery, court case work presentation and debt recovery case work, including eviction where alternative solutions cannot be found, in accordance with procedures.
* To liaise and maintain good working relationships with all relevant external agencies to ensure residents experiencing difficulties are referred appropriately for support.
* Providing basic financial capability and benefits advice referring cases on to the relevant agencies or the Tenancy Support Officers.
* To visit customers in their homes to discuss their accounts and provide advice and support.
* To meet with leaseholders and commercial tenants where necessary to resolve complex cases.
* Ensure ICT is used efficiently to improve collection of debts, maintaining accurate information.
* Contribute to testing and further development of IT systems to achieve efficient income collection.

MMP are looking to recruit a Corporate Administrator to join an excellent Housing Association in South London on a Permanent Basis.

Job Purpose:

* Provide efficient and effective administrative support to the Directorate Team.

Main Responsibilities:

* Provide full administrative support to the Directors and support to the PA to the Chief Executive, including arranging meetings and managing email enquiries.
* Take minutes at Senior Management, Board and Committee meetings.
* Assist with organizing corporate events, such as Board/Committee meetings, scheme openings.
* Assist with special projects (e.g. communication updates, mailouts).
* Carry out all duties with full regard to our Equality & Diversity and Health & Safety Policies.

Experience:

* Proven background in administrative work for senior level managers in an office or similar.
* Experience of maintaining efficient records such as minutes and rolling action logs and managing information systems.
* Experience of minute-taking provided at a senior level.
* Extensive knowledge of MS Office.
* Ability to work to deadlines and manage multiple tasks.

MMP Consultancy are looking to recruit a Customer Service Team Leader on a Temp to Perm basis for an excellent social housing contractor based in Norwich.

Key Responsibilities:

* Dealing with a broad range of customers and their different types of enquiries in relation to property, housing and/or repairs
* Working effectively as part of a dynamic/flexible team.
* Leading and developing project work.
* Working with multiple computer systems.
* Analysing data and compiling reports, showing trends etc.
* Dealing with complex customer enquiries and confrontational customers.
* Leading a team, conducting 121's, performance reviews, coaching and mentoring.
* Producing training programmes and delivering training using a variety of methods.
* Work in a pressurised, fast moving environment.
* Knowledge of housing repairs and customer service skills.
* Managing employees within a customer contact team or similar field.
* Working in a customer services environment using customer processes, customer contact software and proprietary systems.
* How to give excellent customer services whilst complying with corporate and legal guidelines.

Skills & Atribuites:

* Effective communication skills to assess and meet the needs of customers, colleagues and managers.
* Write clear and concise responses to customer enquiries.
* Create develop and maintain effective working relationships with service areas, partners and contractors.
* The ability to lead and be part of a project team.
* Capacity to deal with complex enquiries and put responses into clear plain English, with good use of language and grammar.
* Make decisions, in line with legislation and organisaional policy, on customer issues which may affect their home, finances and family.
* Participate in and contribute to the team performance and ensure effect team behaviour.
* Plan and priorise work effectivley for self and team members.
* Be highly organised and methodical with excellent attention to detail.
* Use a variety of computer software packages and workflow processes to deliver customer service.
* Work with confrontational customers and effectively manage escalated enquiries / complaints.
* Create training plans and procedures and deliver training using different training methods and systems. Monitor and evaluate training.
* Provide the team with leadership, expertise, support and assistance.
* Motivate and support the team members to achieve goals and targets.
* Demonstrate ability to undertake recruitment in line with policy.
* Work in a rotation of duties in line with customer demands and requirements.

MMP Consultancy are working with a fantastic organisation to recruit a Contracts Administrator to join them on a fixed term basis in Kent.

Key Responsibilities:

* Have a focus on safety first with all risks identified immediately escalated to the Contract Manager
* Provide regular updates and support to Senior Contract Manager on contracts outcomes against programme
* Undertake regular audit of contract related information including certification (Where applicable) and develop action plans for closing works in a consistent manner.
* Collate, analyse, monitor and report on KPIs within the contractual frameworks
* Provide financial monitoring support and analysis to Contract manager
* Regular monitoring of Cx Task Management
* Monitor and report on contract management meeting actions
* Support delivery teams in responding to written and phone enquires and update Cx as necessary.
* Processing works orders, completions, process for payments or inspection requests in accordance with the policies and procedures and respond to general queries relating to proposed and confirmed works
* Assist in the provision of information for the database for Stock Condition, Asbestos, Fire Risk Assessment and any other areas as required.

Requirements:

* Experience of data analysis and process management
* Proven project management or contract experience
* Ability to co communicate and influence contractors, colleagues and other stakeholders
* Detailed knowledge of using a variety of JCT and partnering contracts
* Proven influencing and negotiating skills to resolve problems
* Sound judgement and prioritisation skills
* Ability to work within tight deadlines, under pressure and deliver projects on time, within budget to the required standard

MMP Consultancy are working with a fantastic public-sector organisation to recruit a Repairs Complaints Officer to work on a temporary contract in London.

We are looking for an enthusiastic professional to play a pivotal role in supporting the delivery of reactive maintenance programmes.

Responsibilities:
* Develop positive relationships with tenants and contractors to provide accurate information
* Respond to all enquiries in relation to repairs requests including responding to emergency and urgent maintenance queries
* Compile relevant information to respond to complaints
* Monitor tenant satisfaction, ensuring SLA's are met through complaints handling, surveys
* Provide formal written reports and responses to complaints.
* Minute taking

Ideal Candidate:
* Previous experience of working in building repairs and maintenance ideally in a front-line service
* Effective communicator at all levels, you will be able to work proactively and independently
* Experience of managing, resolving and responding to complaints
* Proficient in the use of Microsoft Office and experience of Housing Management/Repairs databases.

MMP Consultancy is currently recruiting an enthusiastic Customer Resolution Manager to join a Housing Association based in Kent.

Responsibilities:
* Manage, motivate and develop your team to deliver an excellent complaint resolution service.
* Ensure all customers are treated with dignity and respect and that services are tailored to meet the diverse needs of individuals.
* Respond to complex customer complaints and negative feedback with compassion and impartiality, ensuring customer's views are thoroughly investigated and acted on as appropriate.
* Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
* Work collaboratively with colleagues across the business to get the right result for our customers, providing challenge where necessary.
* Maximise learning from customer feedback, working with colleagues to identify areas of improvement and to implement complaint outcomes.
* Maintain positive working relationships with colleagues and external stakeholders, including local authorities, MPs and the Housing Ombudsman Service.
* Ability to analyse complaints data, identify trends, recommend improvement to services.
* Prepare regular reports on performance for Executive Team and relevant Committees and Boards.