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Eva Quinn Direct Delivery Consultant - Social Housing & Operational Support
Job Description
MMP Consultancy is currently recruiting an enthusiastic Customer Resolution Manager to join a Housing Association based in Kent.
Responsibilities:
* Manage, motivate and develop your team to deliver an excellent complaint resolution service.
* Ensure all customers are treated with dignity and respect and that services are tailored to meet the diverse needs of individuals.
* Respond to complex customer complaints and negative feedback with compassion and impartiality, ensuring customer's views are thoroughly investigated and acted on as appropriate.
* Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
* Work collaboratively with colleagues across the business to get the right result for our customers, providing challenge where necessary.
* Maximise learning from customer feedback, working with colleagues to identify areas of improvement and to implement complaint outcomes.
* Maintain positive working relationships with colleagues and external stakeholders, including local authorities, MPs and the Housing Ombudsman Service.
* Ability to analyse complaints data, identify trends, recommend improvement to services.
* Prepare regular reports on performance for Executive Team and relevant Committees and Boards.
SIMILAR JOBS
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Income Officer
MMP Consultancy are looking to recruit an Income Recovery Officer to join a housing provider on a Temporary contract, based in Kent.
Responsibilities:
* Maximise income with prompt recovery of rent arrears and other debts across all tenancy types, including leaseholders, shared owners, general needs and supported tenants.
* Manage rent account effectively and provide excellent tailored services according to need to sustain tenancies and signpost for appropriate support, including foodbank and utility cost referrals.
* Promptly and accurately follow the arrears process dealing with all aspects of income recovery from first stage letters, phone calls, emails, text messaging, through to court action and eviction stages.
* Phoning customers and sending letters, carry out home visits and unannounced visits across a patch of properties and negotiate the best possible payment agreements to clear arrears as soon as reasonably possible.
* Represent the organisation and present a professional image at Court, including organising our claims with a high level of accuracy.
* Demonstrate a track record of delivering service excellence to a customer base. A record of achievement in making a difference whilst meeting challenging targets.
* Provide comprehensive legal service by representing the client through all legal processes including enforcing court judgements.
Skills & Abilities:
* Must hold a full driving licence and have access to a vehicle daily.
* Good standard of numeracy and literacy- minimum of grade c or equivalent.
* Good understanding and able to use IT packages
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Administrator
Dear <<Candidate_Forenames>>
An exciting opportunity has arisen for an Administrator to join a fantastic Contractor in East London.
Duties:
* Liaise with customers, arrange appointments, maintain relevant up to date progress on work being undertaken and dispatch information on completion of work.
* Liaise with the client to ensure that data is maintained, and to assist with queries.
* Schedule and allocate work to operational staff to ensure operational efficiency and effectiveness.
* Maintain all records in accordance with business requirements and management instructions for the purpose of invoicing and KPI reporting.
* Procurement of materials and services to maintain operational efficiency and effectiveness and provide up to date and accurate information on all work completed for the purpose of invoicing including clear reasons for all charges, charging rates and quantities of work completed by which operatives.
Experience Required:
* Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either an Administrator, Scheduler, Planner or Customer Service Advisor position
* Excellent communicator, with strong organisational skills
* 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)
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Repairs Planner
MMP Consultancy are looking to recruit a Repairs Planner, based in Hertford.
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
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