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MMP Consultancy are recruiting a Senior Complaints Manager on a Temporary basis in South East London.

Purpose Of Job:

• Ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets.
• Provide advice, guidance to staff, supervisors and senior management in R&I to ensure appropriate resolution and remedy of complaints and Members Enquiries, FOIs and other correspondence
• Support the preparation of complaints, review service responses and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, departmental policies/procedures in order that appropriate resolution and remedy is achieved.

Key Responsibilities:

• To move the service from one that focuses on managing complaints processes, to one that provides more holistic customer services and positive outcomes for residents.
• Ensure that quality is embedded across the repairs and Investment Service in responding to residents and key stakeholders, working with all teams to deliver excellent customer services.
• Support Customer Experience manager with gathering information for, and responding to, complaints, members enquiries, MP enquiries and correspondence
• Identify opportunities to learn from complaints and feedback learning through SMT
• Support the training of staff, supervisors and SMT managers in complaint handling
• Work alongside the Customer Experience Manager and IT to ensure that CRM workflows reflect the relevant policy and procedure, and lead on any changes needed to improve the service.

MMP Consultancy are working with a fantastic organisation to recruit Complaints Investigator to join them on a Temporary Basis in Essex.

Responsibilities:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

Ideal Candidate:

• Proven experience in a similar role within a contact centre or customer service environment. Experience in a social housing or similar public sector service environment

• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Organisational and time management skills, with the ability to deliver against SLAs.
• Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience of working in a complaint setting.
• Excellent knowledge of the Housing Ombudsman

NMMP Consultancy are working with a fantastic organisation to recruit Complaints Investigator to join them on a Temporary Basis in West London.

Umbrella Rate: £22.04 per hour

Responsibilities:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

Ideal Candidate:

• Proven experience in a similar role within a contact centre or customer service environment. Experience in a social housing or similar public sector service environment

• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Organisational and time management skills, with the ability to deliver against SLAs.
• Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience of working in a complaint setting.
• Excellent knowledge of the Housing Ombudsman