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Customer Service Advisor

Up to £27000 per annum

Billie Gumble Recruitment Consultant – Operational Support & Admin

Job Description

MMP Consultancy are looking to recruit a Customer Service Advisor on a Permanent Basis in East London.

Main Responsibilities:
* Delivering consistently high-quality customer service across all contact channels, in line with customer service standards.
* Tailoring services to meet the diverse needs of individual customers, ensuring an equally positive experience for everyone.
* Taking ownership of challenging messages and difficult conversations with customers, including complaint resolution.
* Complying with policies, procedures, and guidelines, recognizing when to escalate for exceptions.
* Collaborating with colleagues, partners, and contractors to provide an efficient and joined-up service.
* Actively listening to customers, obtaining their feedback, and contributing to continuous service improvement.
* Managing your learning to keep your knowledge up to date, enabling you to provide the right answer, first time.
* Competently using relevant systems to deliver a high level of customer service.
* Implementing and supporting changes to customer service delivery.

Person Specification:
* Experience of working in a customer service or contact centre environment.
* Commitment to making a positive difference to people through great customer service.
* Ability to communicate clearly and build rapport with customers across various contact channels.
* Comfortable using standard Microsoft Office packages and in-house systems, with the ability to learn and use new ICT systems.
* Ability to use the most appropriate style and method of communication with internal and external customers and stakeholders.
* Ability to tailor complex information according to the customer's needs.
* Ability to prioritize competing commitments and work accurately and methodically under pressure.
* Experience in dealing with challenging behaviour while remaining solution-focused.

  • list Repairs Planner
    £15.00 - £20.01 per hour

    MMP Consultancy are looking for a Repairs Planner to join an excellent organisation in Colchester on a temporary basis!


    * Plan for the efficient and effective use of planning and scheduling all resources to conduct maintenance activities which result in minimum downtime and maximum productivity.
    * Provide a seamless service to customers by acting as first point of contact for property related enquiries, processing repair orders and scheduling resources to ensure that customers are given timely appointments within agreed priorities.
    * Continuously monitor and review performance delivery and make real time adjustments to work diaries to maximize the use of available resources.
    * Ensure the effective day to day maintenance of the job management system and that base data is accurately maintained. Undertake regular housekeeping of these systems (directing users accordingly).
    * Establish and maintain effective, timely and on-going communications with operatives to monitor the progress of work and take appropriate action regarding appointment schedules to satisfy customer requirements. Manage necessary variations to schedules and appointments which arise due to unforeseen circumstances.
    * To be the first point of contact for absence reporting of operatives and to thereafter deal with all issues concerning the rescheduling of appointments. In liaison with line managers, to monitor, anticipate and schedule in operatives approved annual leave commitments identifying in advance where operatives' availability is in danger of falling below necessary operating levels.
    * Ensure the daily collation of data across all areas for the services provided by operations team.
    * Continuously monitor and review performance delivery and make real time adjustments to work diaries to maximize the use of available resources.
    * To adhere and administer the service within agreed financial and procedural constraints.
    * Receive property related enquiries, assess, and process such requests into job orders or inspection / survey visits in accordance with agreed procedures.
    * Accurately diagnose repair faults, liaising with customers, operatives, and contractors in order to coordinate appointments and material supplies within an area, maximizing productivity while maintaining a high-quality service.
    * Reschedule as necessary repair works contacting the tenant to update and ensure future access. Pro-actively advancing appointments where resources are available.
    * Ensure the highest levels of customer care are practiced including dealing with complaints and service failure issues.
    * Ensure confidentiality and that the requirements of Data Protection, Freedom of Information and Health and Safety at Work legislation are adhered to. Maintain records and monitor the collation and use of information (verbal, written and electronic) to ensure that accurate comprehensive records are maintained and that practices comply with the Data Protection Act and company confidentiality policy and procedures.

  • list Compliance Contract Officer
    £16.17 - £22.05 per hour

    MMP Consultancy are working with a fantastic organisation to recruit Compliance Contracts Officer to join them on a temporary basis, based in Kent.

    Key Responsibilities

    • Lead the administration and management of Asbestos Surveying and Asbestos Removal contracts, along with any other small compliance-related contracts, ensuring compliance policies and procedures are followed.
    • Provide regular updates and support to the Building Safety Manager on contract outcomes against the programme, including KPIs, budget, contract meetings, and general progress all within the contractual framework.
    • Undertake procurement exercises with the Building Safety Manager, and Procurement Manager for the compliance contracts.
    • Ensure systems are continuously updated including but not limited to the Asbestos Register, Asbestos Management Plan, Housing and Asset System, CRM, and Documents Management.
    • Raising and completing orders, organising inspections, processing payment, and carrying out other support tasks such as word processing, correspondence, specifications, and providing general support to the Building Safety Manager within the Asset Team.
    • Attend relevant webinars, courses, and collaborative networks to ensure that legislation and regulation changes are incorporated into our Policies and procedures.


    • Proven experience in asbestos contract management is essential.
    • Detailed knowledge of building pathology
    • Understanding of compliance activities within social housing and ability to manage compliance contracts.
    • Experience in using a variety of JCT and partnering contracts with the ability to undertake a procurement exercise.
    • Previous experience using systems such as CX or Keystone would be an advantage.
    • Ability to communicate and influence contractors, colleagues, and stakeholders.
    • Proven problem-solving and negotiation skills.
    • Experience in dealing effectively with customer complaints and able to demonstrate an understanding of what provides excellent customer service.
    • The ability to work as part of a team, along with the ability to prioritise the workload.
  • list Repairs Planner
    £28000 - £29000 per annum

    MMP Consultancy are looking to recruit a Repairs Planner on a Permanent basis, based in Surrey.

    The Repairs Planner will work closely with the Maintenance Team to ensure that all repairs and maintenance work is carried out in a timely and efficient manner. The successful candidate must have excellent organisational skills and the ability to plan and prioritise workloads. You will liaise with residents and contractors to ensure that all works are completed to a high standard.

    Main Responsibilities:
    * Manage Operatives diaries.
    * Planning repairs works for pre and post inspection, reactive and emergency repairs.
    * Prioritising emergency works.
    * Booking appointments and allocating works to the available operatives and following works from start through to completion.
    * Ensure all relevant data is updated on a timely basis.
    * Liaising with tenants and Operatives to arrange repairs.
    * Effectively communicate any concerns about work quality and ensure operatives have the right material to complete their work.
    * Take part in meetings, supervision, training as requested by the manager.

    Experience Required:
    * Previous experience of working with a Housing Association / Local Authority or contractor in either a Planning, Scheduling or Customer Service capacity
    * Excellent communicator, with strong organisational skills
    * GCSEs at Grade C or above and including Mathematics and English
    * Proficient IT skills including use of Microsoft Excel and Word Proven background in a customer service focused environment
    * Experience of using database systems (Connect / Northgate / DRS)
    * Construction related knowledge