Direct Delivery Consultant - Social Housing & Operational Support
Eva Quinn
Job Description
MMP Consultancy are looking to recruit a Head of Communications & Marketing on a Permanent basis, in Kent.
To lead the strategic direction and delivery of all communications, marketing, and brand activity across the organisation. This role ensures our voice is clear, consistent, and compelling, both internally and externally, supporting our strategic plan objectives, enhancing our reputation locally and nationally, and deepening engagement with residents, stakeholders, and the public.
Main Responsibilities:
- Lead the development implementation and evaluation of our multi-channel communications and marketing strategy.
- Lead on all communications and marketing strategic and campaign planning, delivery and evaluation.
- Act as trusted advisor to the Executive Team and Board on reputation management, crisis communications and stakeholder engagement.
- Be the guardian of the clients corporate image and branding guidance and other relevant corporate policies and guidance such as the Written Communications and Social Media guidelines.
- Play a leading role in managing the reputation, both through proactive work to promote the values and vision to residents, staff and other stakeholders and through reactive management, for example, potentially adverse media (including social media) coverage.
- Lead on crisis communications and issues management communications - including management of the out of hours communications rota.
- Ensure appropriate on call rotas are in place and participate as appropriate
- Deliver a digital by design service as lead business owner for our communications platforms including website, intranet and social media channels.
- Oversee the external communications strategy to ensure high-quality, inclusive and accessible communications to include:
- Lead and oversee award submissions and large-scale event
- Support the senior management team with profile raising and feature opportunities across a range of media.
- Procure external expertise and manage contracts and relationships with external partners, e.g. design agencies, and website partners, ensuring Value for Money and alignment with our vision, values and corporate image, branding, written standards.
- Support our objectives for channel shift through leading work to digitalise and segment our channels for residents for customers and residents,
- Leads on the communications strategy for chang
Experience Required:
- Significant experience in a senior communications or marketing leadership role within a complex organisation, ideally with experience within housing or a similar environment
- Ability to self-manage and prioritise competing commitments under pressure
- Successful track record of developing and delivering long term, integrated strategy in collaboration with others
- Strong crisis communications and media handling experience
- Ability to build rapport, collaborate and influence people at all levels of the organisation, helping and inspiring others to understand and deliver the potential of our communications and engagement infrastructure.
- Skills and ability to participate in senior management arrangements
- Deep understanding of digital communications and audience engagement and technical ability to support delivery of our channel shift objectives.
- Able to play leading role in designing and configuring website/intranet systems, manage content using CMS proficiently and manage social media channels and systems.
- Excellent written communication skills: able to write plain English and engaging copy for diverse audiences on a range of platforms.
- Experience of procurement, managing external contractor/partners, budget management and reporting.
- Experience of providing consultancy and/or coaching to colleagues to grow others' capacity to help themselves.
- Demonstrable experience of building and maintaining strong positive working relationships, both internal and external.
- Successful track record of leading, inspiring and empowering a diverse team and leading a team through change.
- Experience of performance management and using analysis of qualitative and quantitative information to drive service improvements.
< Back to job listing
More jobs like this
Business Support Officer
MMP Consultancy are looking to recruit a Business Support Officer on a temporary basis in South East London.
Responsibilities:
- Knowledge of administrative procedures and practices in relation to environmental health & trading standards
- Knowledge of a wide range of IT systems
- Knowledge of the functions of the council and of the department
- Knowledge of financial systems within the council
- Knowledge of techniques for dealing with angry and difficult people, with due regard for personal safety.
- Knowledge of the statutory obligations placed on local authorities in relation to environmental health & trading standards
- An understanding and commitment to the council's Equality and Diversity Policy and the ability to apply this to the duties and responsibilities of the post
Experience:
- Experience of providing 'first point of contact' services in a demanding environment with diverse communities.
- At least 1 year's administrative support experience including giving and receiving information, arranging meetings and resolving complaints
- At least 1 year's experience of working with financial systems and financial IT packages
- Experience of dealing with chief officers, members and other stakeholders.
- Experience of managing databases and keeping them up to date.
- Experience of issuing various licenses in accordance to the requirements of the relevant legislation
Repairs Administrator
MMP Consultancy are working with a fantastic organisation to recruit a Repairs Administrator to join them on a Permanent Basis in Hertfordshire.
We are seeking a proactive and highly organised Scheduling Assistant. In this role, you will take ownership of allocated accounts, managing the end-to-end process from scheduling and rebooking appointments to overseeing invoicing. You will be a key point of contact for engineers, management, and clients, ensuring seamless communication and efficient operations. This position requires exceptional organisational skills, attention to detail, and the ability to work under pressure in a fast-paced environment.
Responsibilities:
- Take full ownership of allocated accounts, ensuring all jobs are managed effectively from initiation to invoicing.
- Track progress across all stages of the process, ensuring accurate and timely updates.
- Schedule and rebook appointments as needed, ensuring alignment with engineers' availability and client requirements.
- Coordinate with engineers to ensure timely job completions.
- Maintain accurate diary management for engineers and higher management.
- Keep clients' systems updated with the status of works, including when jobs are booked, in progress, and completed
- Ensure all necessary documentation and updates are uploaded promptly to maintain transparency and compliance with client requirements.
- Oversee the invoicing process for completed jobs.
- Utilise Excel to track job statuses, prepare reports, and maintain up-to-date records.
- Serve as the main point of contact for clients, addressing queries, complaints, and requests in a professional and timely manner.
- Liaise with engineers and higher management to ensure smooth communication and resolve any issues.
Skills/Experience required:
- Previous experience in scheduling, diary management, or a similar role is essential.
- Knowledge of Excel, including data entry.
- Exceptional organisational and time-management skills.
- Excellent verbal and written communication skills.
- Strong problem-solving skills with a proactive approach to challenges.
- Ability to multitask and work under pressure in a fast-paced environment.
- Experience in working collaboratively with engineers, management, and clients.
Call Handler
Job description
MMP Consultancy are working with a fantastic organisation to recruit a Call Handler to join them on a Temporary Contract based in Crawley.
We are seeking enthusiastic individual who thrives in challenging atmospheres and can remain calm under pressure. You will be responsible for answering and redirecting calls. Ensuring all queries are dealt with in a time effective manner with excellent results.
Key Responsibilities:
- Receive and record telephone calls from a range of people and personnel
- Provide advice to clients as directed by protocols and policies
- Liaising with internal and external stakeholders in order to resolve all queries raised
- Updating the database to ensure all queries and resolutions are logged
Skills Required:
- Experience of working in a Call Handling or Customer Service based role
- Exceptional customer service skills
- A good attitude and willingness to learn
- Ability to remain calm under pressure and challenging atmosphere
- Excellent written and verbal communication skills.
Technical Services Coordinator
MMP Consultancy are looking to recruit a Technical Services Coordinator on a Temporary Basis in South London.
- Undertaking minor items of repair and maintenance to the fabric of the buildings and minor repair of fixtures and fittings.
- Undertaking basic planned preventative maintenance on site, including but not limited to proactive and reactive work.
- Completing compliance PPMS including PAT testing, water testing etc.
- Complete full building inspections on a regular basis to ensure standards and compliance are met.
- Carrying out basic technical repairs as required.
- Follow a proactive schedule of painting and decoration to ensure a good level of presentation across the portfolio.
- Perform landscaping tasks to the external building to ensure upkeep is in line with presentation standards.
- Escalate out of scope works.
- Log and action service/reactive requests raised through the helpdesk, in a timely manner, working with in facilities service level agreements (SLAs).
- To support the management and closing out of compliance activity including FRA works.
- Be proactive in bringing suggestions or ideas to the team.
- To act as the building fire marshal and first aider when on site
- To be able to step up and provide cover in the operations team as and when needed.
- Any other tasks essential to the smooth running of the property portfolio including supporting moves and changes, portering, room set up and other FM activities.
Senior Complaints Manager
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.
Complaints Investigator
MMP Consultancy are working with a fantastic organisation to recruit Complaints Investigator to join them on a Temporary Basis in Essex.
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
You can also use your social account to sign in. First you need to:
Accept Terms & Conditions and Privacy Policy.