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Eva Quinn Direct Delivery Consultant - Social Housing & Operational Support
Job Description
MMP Consultancy are looking to recruit an experienced HR Assistant based in Kent.
Job Purpose:
To provide proactive and effective administrative support for the HR Team and will have responsibility for the smooth effective running of all other HR administrative processes and projects.
Duties and Responsibilities:
* Deliver first line support to resolve learning and development queries and escalate as appropriate. Support customers to self-serve where possible.
* Improve and evolve the department's administrative processes, collaborating with customers and colleagues, maximising the use of the available technology.
* Administer the Learning Management System to ensure all staff have a positive learning experience and up to date content is tailored to specific staff groups for regulatory, mandatory and personal development learning requirements as required.
* Manage, the bank worker, contractor and board member training requirements list to managers, ensuring the information is current and mandatory learning is tracked and reported.
* Confer with L&D business partner, external providers and relevant subject matter experts to set up and administer new and updated regulatory training and new learning programmes for staff and managers, ensuring campaigns are rolled out in alignment with organisational priorities and in conjunction with relevant internal communications.
* Administer joining instructions and course evaluations and collate evaluation feedback, sharing the results with the relevant parties.
* Monitor and track attendance and completion of training for all employees and ensure reporting is completed by required deadlines for appropriate monthly and quarterly ET / SME reporting deadlines and concerns are escalated promptly and appropriately.
Knowledge and Skills:
* Ability to work independently, prioritising and organising workload to ensure key tasks are completed to specific deadlines
* Able to maintain accuracy and attention to detail
* Excellent written and oral communication and presentation skills with the ability to undertake notes/minutes at meetings
* Excellent organisational and time management skills, ability to prioritise and meet deadlines
* Good interpersonal skills and the ability to work effectively with people at all levels within an organisation
* Ability to maintain a high degree of confidentiality and cope with situations with tact and diplomacy
* Commitment to continuing professional development
SIMILAR JOBS
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Customer Resolution Officer
MMP Consultancy is currently recruiting an enthusiastic Customer Resolution Officer to join a Housing Association on a fixed term basis, in Kent.
Please note this position offers Hybrid Working.
Responsibilities:
* Investigate and respond to customer feedback and complaints with compassion and impartiality within our timescales.
* Ensure all customers receive an equal experience and opportunity to give feedback, and tailor the service to meet the diverse needs of individuals.
* Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
* Keep customers informed on progress while investigating their complaint.
* Ensure that policies and procedures are followed or challenged appropriately where necessary.
* Respond in writing to customer complaints and log on systems.
* Proactively look for solutions and opportunities to improve the services.
* Collaborate with colleagues to achieve a fair and appropriate outcome for customers, challenging where necessary.
* Ensure learns from our customers' experiences, working with colleagues to identify areas of improvement.
* Actively manage your learning to keep your knowledge up to date, enabling you to respond effectively to customer feedback.
Requirements:
* Experience of working within a customer service environment and/or resolving customer enquiries and complaints.
* Experience of dealing with challenging behaviour and resolving difficult situations.
* Experience of problem solving and making decisions based on sound judgment.
* Experience of understanding and applying policies, procedures and guidelines.
* Ability to communicate clearly and use the most appropriate style and method of communication with internal and external customers and stakeholders.
* Good standard of written communication skills, able to write for a variety of audiences.
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Contracts Administrator
MMP Consultancy are working with a fantastic organisation to recruit a Contracts Administrator to join them on a fixed term basis in Kent.
Key Responsibilities:
* Have a focus on safety first with all risks identified immediately escalated to the Contract Manager
* Provide regular updates and support to Senior Contract Manager on contracts outcomes against programme
* Undertake regular audit of contract related information including certification (Where applicable) and develop action plans for closing works in a consistent manner.
* Collate, analyse, monitor and report on KPIs within the contractual frameworks
* Provide financial monitoring support and analysis to Contract manager
* Regular monitoring of Cx Task Management
* Monitor and report on contract management meeting actions
* Support delivery teams in responding to written and phone enquires and update Cx as necessary.
* Processing works orders, completions, process for payments or inspection requests in accordance with the policies and procedures and respond to general queries relating to proposed and confirmed works
* Assist in the provision of information for the database for Stock Condition, Asbestos, Fire Risk Assessment and any other areas as required.
Requirements:
* Experience of data analysis and process management
* Proven project management or contract experience
* Ability to co communicate and influence contractors, colleagues and other stakeholders
* Detailed knowledge of using a variety of JCT and partnering contracts
* Proven influencing and negotiating skills to resolve problems
* Sound judgement and prioritisation skills
* Ability to work within tight deadlines, under pressure and deliver projects on time, within budget to the required standard
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Customer Resolution Manager
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.
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