This job is no longer available.
You can view related vacancies or set-up an email alert notification when similar jobs are added to the website below.

Resident Liaison Officer

£19 - £26.00 per hour

Job Description

Resident Liaison Officer required to join a housing provider based in London. This will be on a temporary to permanent contract, working as part of the Planned Works team.

* Effectively liaise between residents and contractors to ensure that resident requirements are met and any issues are promptly and suitably addressed.
* Providing support to any vulnerable residents, you will work with carers and other relevant advocates to ensure that specific needs are taken account of and any issues are resolved to the customer's satisfaction.
* Build and maintain mutually beneficial relationships, facilitate communications and coordinate activities to streamline operations, public communications, incident response and conflict resolution.
* Deliver effective resident consultation and engagement, providing assurances at all levels that our buildings are compliant to all legislative requirements.
* Developing and delivering effective communication with residents, liaising closely with contractor staff to assist in the smooth running of the programmes and the ongoing building management

Skills & Experience Required:
* Previous experience of working as a Resident Liaison Officer or Coordinator
* Excellent written and interpersonal skills
* Proven experience of delivering excellent customer care
* Experience of handling challenging and complex situations
* An effective communicator at all levels, you will be able to work proactively and independently to deliver on tight timescales

  • list Repairs Customer Service Team Leader
    £439.12 - £550.00 per day

    MMP Consultancy are looking to recruit a Repairs Customer Service Manager to join a Local Authority in North London on a temporary basis.

    * Lead the housing resolution customer support team, available to provide back-office administration, first tier escalation, inbox management and support with complaints and members enquiries
    * Provide leadership, support and motivation the team to ensure that all staff are recruited, trained, managed, appraised and developed effectively in accordance with the council's policies and procedures.
    * Provide operational leadership of the Customer Service Team, designing operational plans to translate the strategic objectives set into tangible operational outcomes and service improvements.
    * Develop the online and digital offer for repairs
    * Embed a customer focused approach to continuous service improvement and respond creatively to the needs and aspirations of residents. Promote and encourage resident involvement. Review customer feedback and complaints regularly and use these to improve the service.
    * Carry out and co-ordinate all financial, administrative, performance management, quality assurance and recording tasks in relation to this role and maintain detailed, accurate records of all activities in accordance with legislation and policies and procedures
    * Manage and lead the transition to create the Housing Resolution Centre, ensuring accurate workforce planning and the development of a comprehensive training programme across Housing and Repairs to upskill agents to respond to 80% of calls at the first point of contact
    * Manage the repairs inbox ensuring timely responses to service requests from customers and staff
    * Complaints and Members Enquiries Service, monitoring and tracking outstanding actions through to resolution
    * Responsible for collecting, analysing and acting on customer feedback in real time to drive improvements in customer satisfactions
    * Liaise with customer services in relation to the corporate CRM solution, reporting and scheduling of call handlers
    * Provide accurate and timely reporting on call, handling, planning and the Customer Support Team ensuring each team meets and exceeds its objectives and KPI targets
    * Provide an integrated end to end repairs customer service function across multiple channels building Council Housing Repairs digital offer and developing strategies to support channel shift
    * Lead the service improvement planning across customer service, planning and repairs, ensuring an effective performance monitoring and call quality monitoring system is in place

  • list ASB Officer
    £20.09 - £26.50 per hour

    MMP Consultancy are looking for a Neighbourhood / ASB Officer to join a fantastic Housing Association in South London.

    * Provide a responsive and pro-active tenancy management service, including succession, and mutual exchanges, and requests relating to the tenancy across all tenure types.
    * Investigate and resolve tenancy breaches in line with the Association's procedures and where appropriate work in partnership with other agencies and colleagues.
    * Ensure estates and communal areas are managed to a high standard and in conjunction with other colleagues, set up, monitor and manage contracts for estate cleaning, grounds maintenance and communal repairs and liaise with property services teams as required.
    * Undertake estate inspections with residents, ensuring the reporting of any repairs, and completion of arising tenancy and estate management actions. This includes carrying out Fire Risk Assessment reviews.
    * Lead on the management of any homeownership units within the patch, including liaison with
    * Rents and Revenue Team, Property Services and Leasehold Officer. This includes support of statutory consultation, and responding to enquires arising from stair-casing and resales process.
    * Bring any safeguarding concerns to the attention of the Team Leader, Manager or Housing Services Director or external agency as appropriate.
    * Contribute to the continuing improvement and development of working practices, policy and procedure in relation to neighbourhood management.
    * Investigate reports of domestic abuse, nuisance, harassment or anti-social behaviour made by or about residents or others and identify
    * Take the lead role on risk assessment of ASB/DV cases
    * Take all reasonable steps to resolve the dispute by agreement between the parties involving other agencies where appropriate (e.g. Mediation Services).
    * Use non-legal ASB remedies such as Acceptable Behaviour Contracts, Good Neighbour Agreements and restorative justice where appropriate.
    * Maintain systems for monitoring the incidence of nuisance and harassment and the
    * relative success of methods used to deal with it.
    * Communicate through social media channels anonymised successes.
    * Any other related duties assigned by the Team Leaders or the Neighbourhood & Estate Services Manager/Housing Services Director.

  • list Repairs Planner
    £28000 - £29000 per annum

    MMP Consultancy are looking to recruit a Complaints 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