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Customer Service Advisor

£18.19 - £18.41 per annum

Billie Gumble Recruitment Consultant – Social Housing & Operational Support

Job Description

MMP Consultancy are looking to recruit a Customer Service Advisor on a Temporary basis to join a fantastic Housing Association based in East London.
Role Purpose:
* To provide a professional and welcoming reception service at our head office for corporate visitors and residents.
* To provide an efficient, friendly, and well-informed telephone and face-to-face service responding to queries, problems and requests from residents covering a range of areas including repairs, housing, rent and lettings.
* To provide general administrative support to the business including but not limited to invoice processing, post, mail mergers.
* To log and process repair requests liaising with contractors and allocate parking bays and manage enquiries including waiting list and bay swaps.
* Customer Support Team - this will include complaint management - ensuring the complaints process is followed from start to finish. Allocating parking bays and managing enquiries including waiting list and bay swaps. You'll also coordinate the lettings process, which includes transfer applications, advertising properties, shortlisting, undertaking checks to assess applicant's eligibility and coordinating appointments.

Skills and Knowledge:

* Ability to share complex information with a wide selection of callers, many who do not speak English as a first language.
* Able to sensitively deal with challenging situations and complaints from customers.
* Good face to face communication skills
* Proven listening skills.
* Good administration and organisation skills
* Able to prioritise work and manage conflicting deadlines.
* Good written communication skills
* Organised with a high level of accuracy and attention

  • list Customer Service Team Leader
    £16.98 - £22.40 per hour

    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.

  • list Contracts Administrator
    £28000 - £28324 per annum

    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.


    * 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

  • list Customer Resolution Manager
    £47000 - £47121 per annum

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

    * 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.