Property Services Coordinator

MMP Consultancy are looking to recruit a Complaints Officer to join a great organisation based in East London on a temporary basis.

Job Purpose:

• To manage a case load of resident complaints relating to a variety of different housing issues that may arise. Liaise with complainants, contractors and different business streams to deliver effective, customer focussed outcomes to complaints.
• To deliver the complaint handling targets of responding to the complaint and ensuring that we are compliant with our Complaints policy and the Housing Ombudsman Complaint Handling Code.
• To deliver the stage one complaints service as set out in the policy and procedures and complaint handling code for complaint handling.
• To participate actively in the Complaint Team, taking responsibility for ensuring the delivery of service and identify areas for service improvement
• Working collaboratively with all colleagues and our contract counterparts to ensure effective customer focussed outcomes.
• Providing accurate and timely responses to complaints following comprehensive investigations
• To ensure that all complaint record keeping is accurate and updated regularly.
• To ensure that all KPI and Service Levels Agreements are met.
• Providing excellent and timely communication to our customers at all times

Please send me your most up to date CV if this is of interest to yourself.

An exciting opportunity has arisen for an experienced Planner to work with a Housing Provider based in Devon on an ongoing basis.

Umbrella Rate: £17.20 Per Hour / PAYE Rate: £13.06 Per Hour

This role would suit Repairs Planners, Repairs Scheduler's, Repairs Administrators with previous experience of repairs diagnosis and scheduling.

Duties:

• Provide effective planning of regional operative's diaries working closely with the regional operational team to support the achievement of operational KPIs.
• Coordinate the efficient scheduling of maintenance repairs for operating needs and customer requirements within the area.
• Maintain the scheduling system and provide internal and external customers with timely and accurate information.
• Liaise with customer service colleagues in relation to appointments and updating of all systems when operatives report issues.
• Ensure that all written, electronic and telephone enquiries are answered and resolved effectively in accordance with agreed service standards and timescales.
• Work closely with the commercial team in relation to subcontractors purchase orders and variation orders to ensure continued value for money and commercial procedures are followed.
• Ensure compliance with GDPR regulations when processing customer data.
• Take appropriate Health and Safety measures to ensure personal safety and the safety of our customers and colleagues.
• Support the protection and safety of our customers by ensuring safeguarding procedures are followed and safeguarding concerns are appropriately identified, monitored and reported.

Experience Required:

• 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
• Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either a Scheduling or Customer Service capacity

Job Title: Service Delivery Manager
Location: Essex
Salary: £55,000 - £60,000 Benefits

MMP Consultancy have an opportunity for a Service Delivery Manager to join our client and lead our responsive repair work streams across the business.
Reporting to the Lead Head of Service within our repairs and maintenance division, you will be pivotal in leading and managing the delivery of a high-quality, timely responsive repairs service with a 'right-first-time' approach.
Managing a team of direct and indirect reports (including Technical Supervisors, trade operatives, and engineers), you will identify operational efficiencies whist ensuring the responsive repair programs offer value for money solutions and achieve a high level of customer satisfaction.
Experience of managing responsive repair services, demonstrable stakeholder and contract management experience is a must!

Duties:

• 
  Ensure team performance meets and exceeds KPIs.
• 
  Ensure customer-focused services and positive experiences, promoting excellent customer care practices.
• 
  Lead responses to residents' queries, complaints, and feedback professionally.
• 
  Manage and review operational risk registers to meet client expectations.
• 
  Ensure successful service delivery through effective supply chain management.
• 
  Manage contractors for procurement, commissioning, and service demands.
• 
  Improve efficiency and output of repairs and maintenance services.
• 
  Attend site meetings to resolve operational and technical issues.
• 
  Ensure accurate cost information for projects, recover incurred costs, and authorise sub-contractor payments.
• 
  Record work-in-progress, conduct inspections, and compile improvement plans.
• 
  Provide timely reports on project performance, targets, and budgets.
• 
  Stay updated on contract management practices and legislation.
• 
  Represent the company and liaise with stakeholders; stand in for the Head of Service when needed.
• 
  Manage the workforce and delivery of work programmes, ensuring technical direction, quality, and cost control.
• 
  Develop solutions to improve efficiency, reduce costs, and enhance customer experience.
• 
  Promote health, safety, and wellbeing in all work aspects.
• 
  Oversee commercial management and cost control of contracts up to £5m, ensuring adherence to financial policies and procedures.
• 
  Manage financial risks for projects and audit sub-contractor accounts.
• 
  Implement the company's performance management approach, supporting and guiding staff.
• 
  Follow company policies for performance management.
• 
  Promote high-quality, customer-led services that comply with company policies and industry standards and regulations.
• 
  Maintain a commercial focus for efficient service delivery.

Qualifications & Experience:

• 
  Experience of managing within a commercial R&M construction contractor environment to deliver services / projects to quality standards, within time and budget and to customer's satisfaction.
• 
  HNC (or equivalent) in building.
• 
  Degree (or equivalent) in building related subject or housing management.
• 
  Membership of a professionally recognised construction industry body i.e. RICS, CIOB
• 
  Direct experience of managing the operational delivery of a programme of works/ services in excess of £5m per annum, including management of resources, work planning, customer engagement, quality assurance, to time and within budget.
• 
  Experience of working within a highly commercialised environment.
• 
  Experience of contributing to the development of solutions to improve efficiency, reduce costs, improve quality and customer experience.
• 
  Proven track record of supply chain management within a commercial project management environment.
• 
  Experience of representing a company as a contract manager / representative.
• 
  Full clean manual UK driving Licence.

Working Arrangements:

• 
  Working pattern: 36 hours per week, Monday to Friday (1 Day Per Week WFH)
• 
  Location: Essex
• 
  Some travel required throughout the borough in line with requirements of the role.

Benefits:
In addition to an attractive salary, our benefits package includes: 
Heart Hub rewards, perks & benefits platform!
Private Medical Insurance
Group Life Assurance
Competitive Salaries
Pension Scheme
Paid Holidays from 26 days
Family Friendly Policies making work-life balance achievable
Health & wellbeing support including an Employee Assistance Programme (EAP)
Career development and training
Great offices & local amenities including our Lab Café
Free parking @ The Cube
A GREAT TEAM!

To Apply:
If you are keen to be considered for this opportunity to join our dynamic team, please click 'apply' below to submit your CV and outline relevant skills and experience via the application form.
Please note: Applications will be reviewed on a rolling basis so if you are keen to be considered for this role, please apply as soon as possible and do not wait until the closing date.

Job Title: Service Delivery Manager
Location: East London
Salary: £55,000 - £60,000 Benefits

MMP Consultancy have an opportunity for an experienced Service Delivery Manager to our client. This role will specialise in leading and managing the critical housing disrepair and damp and mould divisions to ensure timely, compliant and high-quality approach to works. Managing a team of direct and indirect reports (including supervisors, trade operatives, and engineers), you will oversee daily team operations to ensure efficiency and effectiveness and aim to identify and implement operational efficiencies to ensure the disrepair and damp & mould programs are compliant, offer value for money solutions and achieve a high level of customer satisfaction.
Due to the complex nature of the work stream, prior experience of managing disrepair / Damp & Mould services, demonstrable stakeholder and contract management experience is essential.

Duties include:

• Ensure team performance meets and exceeds KPIs.
• Ensure customer-focused services and positive experiences, promoting excellent customer care practices.
• Lead responses to residents' queries, complaints, and feedback professionally.
• Manage and review operational risk registers to meet client expectations.
• Ensure successful service delivery through effective supply chain management.
• Manage contractors for procurement, commissioning, and service demands.
• Improve efficiency and output of repairs and maintenance services.
• Attend site meetings to resolve operational and technical issues.
• Ensure accurate cost information for projects, recover incurred costs, and authorise sub-contractor payments.
• Record work-in-progress, conduct inspections, and compile improvement plans.
• Provide timely reports on project performance, targets, and budgets.
• Stay updated on contract management practices and legislation.
• Represent the company and liaise with stakeholders; stand in for the Head of Service when needed.
• Manage the workforce and delivery of work programmes, ensuring technical direction, quality, and cost control.
• Develop solutions to improve efficiency, reduce costs, and enhance customer experience.
• Promote health, safety, and wellbeing in all work aspects.
• Oversee commercial management and cost control of contracts up to £5m, ensuring adherence to financial policies and procedures.
• Manage financial risks for projects and audit sub-contractor accounts.
• Implement the company's performance management approach, supporting and guiding staff.
• Follow company policies for performance management.
• Promote high-quality, customer-led services that comply with company policies and industry standards and regulations.
• Maintain a commercial focus for efficient service delivery.

Qualifications & Experience:

• Experience of managing within a commercial R&M construction contractor environment to deliver services / projects to quality standards, within time and budget and to customer's satisfaction.
• HNC (or equivalent) in building.
• Proven experience in managing housing disrepair services, including experience in dealing with damp and mould issues and legal disrepair cases.
• In-depth knowledge of housing legislation, including the Housing Act 2004 and Awaab's Law
• Degree (or equivalent) in building related subject or housing management.
• Membership of a professionally recognised construction industry body i.e. RICS, CIOB
• Direct experience of managing the operational delivery, including management of resources, work planning, customer engagement, quality assurance, to time and within budget.
• Experience of working within a commercialised environment.
• Experience of contributing to the development of solutions to improve efficiency, reduce costs, improve quality and customer experience.
• Proven track record of supply chain management within a commercial project management environment.
• Experience of representing a company as a contract manager / representative.
• Full clean manual UK driving Licence.

Working Arrangements:

• Working pattern: 36 hours per week, Monday to Friday (1 Day Per Week WFH)
• Location: Essex
• Some travel required throughout the borough in line with requirements of the role.

Benefits:
In addition to an attractive salary, our benefits package includes: 
Private Medical Insurance
Group Life Assurance
Competitive Salaries
Pension Scheme
Paid Holidays from 26 days
Family Friendly Policies making work-life balance achievable
Health & wellbeing support including an Employee Assistance Programme (EAP)
Career development and training
Great offices & local amenities including our Lab Café with discounts available via the BD serve app
Free parking @ The Cube
A GREAT TEAM!

To Apply:
If you are keen to be considered for this opportunity to join our dynamic team, please click 'apply' below to submit your CV and outline relevant skills and experience via the application form.