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Billie Gumble Recruitment Consultant – Social Housing & Operational Support
Job Description
MMP Consultancy are looking for a Repairs Planner to join an excellent organisation in Colchester on a temporary basis!
Duties:
* 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.
SIMILAR JOBS
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Repairs Planner
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
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Property Services Coordinator
MMP Consultancy are looking to recruit a Property Services Coordinator on a temporary basis in East London.
Responsibilities:
- Responsible for an effective administration contribution to enable work to be carried out in a timely and compliant manner
- Work as part of a high performing team and ensure your actions are supportive of the team being successful
- Liaise with all relevant stakeholders and provide administrative support to the Operations Teams to ensuring the smooth running of the Property Services Programmes and Technical Projects
- Maintaining all tasks, including raising jobs, requisitions, follow on works, sub-contractor works.
- Ensure all records are always kept up to date including job details, appointments, job statuses, relevant time & dates, costs
- Ensuring that operatives are working efficiently, and operative workload is maintained in line with the WIPs (Works in progress).
- Ensuring that subcontractors are completing jobs on time and they submit completed paperwork correctly ready for supervisor' review and contractor payment
- Phoning residents to ensure access is gained for works
Requirements:
- Excellent IT skills and literacy
- Excellent communication skills, both oral and written
- Self-motivated, resilient, assertive and confident
- Proven experience of excellent customer service skills
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Complaints Officer
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.
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