Complaints Investigator

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.

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

MMP Consultancy are looking to recruit a Scheduler to join an excellent contractor in East London on a Permanent basis.

Responsibilities

• Providing customer service to residents and customers.
• Arranging appointments for residents with Trades people in a cost effective and organised manner.
• Dealing with queries from residents, changing appointments.
• Rescheduling appointments using our planning tools.
• Logging current jobs onto our job management system/database.
• Working with Supervisors and trades people to organise and schedule work.

Requirements:

• Experience working in a call centre environment
• Ability to multi-task and meet deadlines and targets
• Excellent communication skills and attention to detail

MMP Consultancy are looking to recruit a Resident Liaison Officer to join an excellent organisation in East London on a Permanent basis.

Responsibilities

• Attend Resident Surgeries and assist vulnerable people reporting repairs, keep residents and scheme managers up to date on progress
• Organise consultation events and attend meetings as required
• Identify vulnerabilities relating to individual residents and liaise with client's housing officers or support services where necessary. Work with our Performance Team to ensure and identified vulnerabilities are accurately recorded within the organisations systems.
• Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes

Requirements:

• Experience of working with vulnerable residents and adapting style to meet the specific needs of individuals
• Experience of working within a customer services environment is essential
• Full Clean Driving license
• Flexibility regarding travel and working at various sites, and attendance at evening meetings

If this opportunity interests you we would love to hear from you, what are you waiting for!

Benefits

• Annual holiday 22 days; increase after 1 years' service to a maximum of 5 days
• Long service awards; continuous service at key achievements are rewarded
• Perkbox; from free coffees and cinema tickets to trips away and much more
• Volunteer day; paid yearly volunteer days for a worthy cause

Damp & Mould Surveyor | £47,000 - £50,000 Benefits | Permanent | Driving Licence Needed
We're working with a leading organisation currently seeking an experienced Damp & Mould Surveyor to join their growing team. This is a fantastic opportunity for a detail-oriented professional with strong technical knowledge and a passion for delivering high-quality property inspections and expert reports.
The Role:
As a Damp & Mould Surveyor, you will play a critical role in housing condition claims by conducting thorough inspections, producing expert reports, and supporting legal proceedings. You'll work independently and collaboratively, offering expert advice to stakeholders including landlords, tenants, and legal professionals.
Key Responsibilities:

• 
  Conduct detailed inspections of residential and commercial properties to identify disrepair and ensure compliance with legislation
• 
  Diagnose defects and recommend remedial works for Housing Condition claims
• 
  Prepare clear and accurate Schedules of Disrepair
• 
  Produce impartial expert witness reports in line with Part 35 of the Civil Procedure Rules
• 
  Support clients through legal claims, offering professional technical advice
• 
  Attend site meetings, joint inspections, and court hearings where required
• 
  Stay up to date with legislation, case law, and best practices
• 
  Option to mentor junior surveyors and provide technical guidance
• 
  Advise legal teams on claims and settlement recommendations

About You:

• 
  Relevant surveying qualification (CIOB, HND, HNC or equivalent professional membership essential)
• 
  Solid experience in preparing Schedules of Disrepair for legal use
• 
  Strong knowledge of housing law, building regulations, and property legislation
• 
  Proven ability to write Part 35-compliant expert witness reports
• 
  Excellent technical understanding of building pathology
• 
  Familiarity with CPR and court procedures
• 
  Experience with disrepair reporting systems is an advantage
• 
  Full UK driving licence and access to a vehicle

What's on Offer:

• 
  Competitive salary
• 
  26 days paid holiday
• 
  Private Medical Insurance
• 
  Group Life Assurance
• 
  Pension Scheme
• 
  Family-friendly policies for better work-life balance
• 
  Health & wellbeing support including EAP
• 
  Career development and training opportunities
• 
  Reward platform with access to exclusive perks
• 
  Supportive and collaborative team environment

Job Title: Multi-Trade Operative
Location: East London, Bow, Haringey, Islington, Tottenham, Romford, Chigwell, Barking & Dagenham
Rate: £24.24/hour (Umbrella)
Contract: Full-Time, Initial 4-Month Contract (Potential to Extend)
Hours: 40 hours/week (Mon-Fri)
OT: Saturday overtime at time and a half (not guaranteed)

About the Role
We're seeking experienced Multi-Trade Operatives to deliver responsive and planned repairs across residential properties in East/North London and Essex, covering areas including Bow, Haringey, Islington, Tottenham, Romford, Chigwell, and Barking & Dagenham.

Key Responsibilities

• Carry out multi-trade repairs: plumbing, carpentry, plastering, tiling, decorating, basic electrics
• Maintain high standards and provide excellent customer service
• Log work using a mobile device
• Manage van stock and tools
• Report follow-on works and health & safety concerns

Requirements

• Proven multi-trade experience (preferably in social housing)
• Skilled in at least two core trades
• Must provide own hand tools
• Full UK driving licence with no more than 3 penalty points
• Basic DBS check (required)
• NVQ Level 2 or equivalent preferred
• Strong communication and time management skills