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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
SIMILAR JOBS
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Income Officer
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.
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Customer Resolution Officer
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.
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Customer Service Team Leader
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.
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