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Service Improvement Lead

Up to £29.69 per hour

Recruitment Consultant – Social Housing & Operational Support

Olivia Crush

Job Description

MMP Consultancy are looking to recruit a Service Improvement Lead to join a forward-thinking Housing Association on a long term contract. This is a great opportunity for an experienced Service Improvement Manager to join a leading organisation.

The role will own the delivery of a diverse range of corporate projects, which will drive business improvement. Working closely with key business stakeholders, this role will be accountable for understanding their requirements/the need for change and translating this into recommendations which consider the impact on our customers, people, policies, processes and technology.

* Working with senior leadership teams to define visions for service provision
* Assess and document existing end-to-end ways of working ("as-is"), using all available insight and information to represent multiple perspectives and creating a central, credible and holistic view
* Identify gaps and opportunities, challenging teams to simplify and streamline ways of working, with a focus on the customer journey
* Use internal and external sources of data and insight to influence and inform change opportunities
* Understanding and communicating the impact of current and proposed service and process design changes on customers and colleagues - listening to and representing their views to ensure the proposed solutions are customer and colleague focussed
* Provide fact-based recommendations on improvement opportunities across all levels of the organisation, balancing the "art of the possible" with pragmatism and potential constraints, clearly identifying benefits and establishing metrics to measure the success of the change
* Identify barriers to implementation and develop and propose solutions that address both business needs and customer satisfaction
* Develop visualisations to share complex information from a variety of perspectives in easily digestible formats for stakeholders to consume
* Develop the wider business in continuous improvement activity
* Development of project scope, approach, delivery and resources plans and benefits cases
* Day-to-day proactive management/ownership of project delivery to ensure agreed timescales/budgets/quality are delivered

Essential Skills & Experience:
* Experience of critically analysing processes, solutions & business cases from a variety of angles (customer, people, process, technology and data)
* The ability to explain complexity in a clear, succinct way, providing advice and recommendations to influence decision making across stakeholders at all levels
* The ability to look beyond the immediate problem and identify the wider implications of a decision
* Able to multitask in a fast-paced environment and exercise a high degree of initiative in resolving issues and developing recommendations
* Demonstrable experience of documenting as-is and designing to-be solutions with successful implementation of process improvement in a large company
* Ability to solve complex problems, while maintaining creativity to generate flexible solutions in a fast paced environment
* Confident in making recommendations and judgements effectively based upon fact and data driven analysis
* An understanding of business analysis techniques and processes
* Recognised project or programme management qualification/certification: Prince2, MSP or PMP and knowledge of structured methodologies
* Experience of leading complex multi-dimensional projects in a large organisation
* Significant experience and knowledge of project management, resource management and allocation, and budget management

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Resident Liaison Officer

Up to £29.71 per hour

MMP Consultancy are looking to recruit a Resident Liaison Officer on a temporary basis working for a Housing Association based in Brixton.

This role will be to manage and develop key relationships between the associations, customers and contractors in the delivery of key works within Development, ensuring customers are engaged and their views are incorporated as new homes are developed and repaired.

This will be a temporary position paying £29.71 per hour Umbrella


* Assist the rest of the project team and the development's management service team in the soft landing of customers.
* Provide a customer focused service, working closely with internal & external stakeholders to ensure continuous engagement and a smooth handover at practical completion.
* Use established relationships and experience to quickly resolve defects with customers.
* Ensure all works are completed and all complaints and requests are actioned effectively to deliver value for money.
* Coordinate access to customer's homes.
* Ensure that due regard is given to the safety, vulnerability and diversity of customers as works are planned and delivered, supporting a safe and positive experience for customers.
* Liaise with resident groups as required, and lead on consultation work streams.
* Ensure compliance to corporate Health and Safety and Fire Safety legislation by following sector recommendations in the delivery of new homes.
* Ensure customers are clear on the needs and requirements of works and are fully consulted regarding any possible relocation requirements before, during and after the works.

Essential Skills & Experience:

* Working with customer groups, panels or other agencies to develop best practice ideally within Residential Social Landlords.
* Able to communicate, influence and negotiate effectively with internal and external stakeholders.
* Proven track record of managing projects.
* Good attention to detail and accurate recording for audit purposes.
* Ability to work under pressure and deadlines.
* Effectively managing budgets and controlling spend.
* Experience of dealing effectively with complaints and customer feedback as part of a team.
* Understanding of social housing legislation and tenancy management.

Title: Resident Liaison Officer
Location: London
Salary: £29.71 Umbrella

Building Safety Administrator

Up to £24.31 per hour

MMP Consultancy are looking to recruit a Building Safety Administrator on a temporary basis working for a Housing Association based in Brixton.

This role will be to provide a comprehensive administration and support service to the Planned and Building Safety Team.

This will be a temporary position paying £24.31 per hour Umbrella


* Support the Planned and Building Safety Team by providing an efficient and prompt administrative service for all their internal processes to ensure smooth running of the programme of works.
* Raise works orders and purchase orders ensuring invoices are processed accurately and efficiently.
* Contribute to the safe storage and retrieval of data to comply with statutory, regulatory and internal requirements and to ensure the accurate reporting of departments KPIs.
* Produce written correspondence to customers under the supervision of the Head of Service.
* Provide administrative support relating to the management of building safety cases.
* Update systems timely and precisely to reflect accurate financial reporting.
* Organise meetings, including the preparation and distribution of agendas, minute and action taking, monitoring the follow up actions to ensure efficient delivery.
* Ensure that all written, electronic and telephone enquiries are answered and resolved effectively in accordance with agreed service standards and timescales.
* Ensure compliance with GDPR regulations when processing customer data.
* Take appropriate Health & 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.

Essential Skills & Experience:

* Good written and oral communications and interpersonal skills.
* Ability to plan and manage multiple work assignments.
* Highly organised with the ability to work to agreed timeframes.
* IT literate with good knowledge of Microsoft Office and experience using IT systems.
* Attention to detail to enable accurate recording for audit purposes.
* Experience of raising orders and managing payments e.g. Oracle.
* Previous administration experience of data management systems ideally Swordfish, Keystone and Northgate.
* Understanding and interest of social housing issues and services offered by registered providers and other housing regulatory bodies.

Title: Building Safety Administrator
Location: London
Salary: £24.31 Umbrella

list Building Safety Coordinator

£26.00 - £32.18 per hour

We are currently seeking a Building Safety Coordinator to join a Building Safety Team for a local authority in North London.

This role offers an exciting opportunity to provide administrative support on a range of complex and challenging building safety projects, ensuring the safety of residents and building users in the local area.

* Provide administrative support to the Building Safety team, including maintaining accurate records, drafting reports and correspondence, and managing meeting schedules.
* Assist with the coordination of building safety projects, ensuring they are delivered on time, to budget and to a high standard.
* Liaise with internal and external stakeholders including residents, contractors, consultants and other local authority departments.
* Carry out building safety inspections and support the management of risks and recommendations for remedial action.
* Ensure compliance with building safety regulations and other relevant legislation.
* Keep up to date with changes in legislation and best practice within the building safety industry.
* Support the delivery of building safety training and awareness sessions for residents and building users.

* A minimum of 2 years' experience in an administrative or coordination role, preferably within the construction, compliance, fire safety or building safety industry.
* Knowledge of building safety legislation and regulations.
* Excellent communication and interpersonal skills.
* Strong attention to detail and the ability to work to deadlines.
* Ability to work independently and as part of a team.
* Proficient in the use of Microsoft Office software.
* If you are passionate about building safety and want to make a positive impact on the local community, then we want to hear from you. Please apply with your CV and a cover letter outlining your experience and suitability for the role.

list Leasehold Officer

£20.90 - £27.57 per hour

MMP are currently looking for a Leasehold Officer to join an excellent Housing Association in East London on a ongoing basis.

Main Responsibilities:
* Manage a portfolio of service charge accounts, working to targets set by the Collections Manager
* Monitor individual accounts, determining and taking appropriate action to ensure that account holders pay service charges in accordance with the obligations under the lease
* Authorise and check payment plans
* Maintain contact with account holders through letter, email, telephone, or face to face as appropriate
* Advise the account holder on the legal and statutory basis of service charges as appropriate
* Instruct court/ recovery action as necessary

Key Knowledge & Experience:
* Good knowledge of leasehold issues, including but not limited to service charges, repairs and maintenance responsibilities, current law and legislation
* Broad knowledge and awareness of current issues and developments affecting the management of housing
* Experience in leasehold management and practice, or of arrears management
* Experience in working as part of a customer facing team, answering queries through a variety of channels within a customer focused organisation
* Experience of liaising with resident, homeowner, or comparable stakeholder groups
* Experience of working with property management and accounting IT systems

list Income Officer

£34411 - £38236 per annum

MMP Consultancy are looking for an Income Officer to join an excellent Housing Association in South London on a Permanent basis.
Key responsibilities:
* Provide an effective, efficient and responsive revenue service to residents on a patch, maximising income and sustaining tenancies.
* Contribute to the development and implementation of strategies, policies, procedures and service improvements.
* Work across the Housing Services to ensure wider work plan objectives are delivered.
* Offer a courteous and polite service to the our customers, dealing with requests promptly and giving accurate and fair advice.
* Support the Neighbourhood Services team in resolving tenancy management issues.
* Support the Neighbourhood Services Team in identifying, reporting and Investigation of reports of tenancy fraud and sub-letting
* Lead the recovery across all tenures of rent, service charge and other debt , including former tenant arrears, proactively and in accordance with the Association's Policies and Procedures, taking prompt action where required to ensure that, arrears are kept in line with agreed targets.
* Where required, across all tenures, take all steps in the legal process including representing us at Court and First Tier Tribunals, and present cases on behalf of the Association.
* Prepare statistics and information on patch arrears management within a reasonable timescale, as required
* Working with the financial inclusion team, Support providers, Local Authority, DWP and other external agencies ensure residents receive the support necessary to pay rents and service charges.
* Where revenue action leads to a service complaint in relation to service/disrepair claim, liaise with the Finance Department, Property Services, and Neighbourhood teams to ensure prompt resolution and facilitation of revenue recovery.
* Where required lead on the revenue recovery for any homeownership tenures within the patch in line with our policies and procedures and with legislation. This includes liaising with the Leasehold Officer, and Rent and Service Charge Project Manager to provide comprehensive responses to service charge enquires where relate to recovery.
* Be responsible for own administration, including filing and word-processing letters and reports. Where required coordinate responses to resident Subject Access Requests.

list Data Officer

£0.00 - £350 per day

MMP Consultancy are working with a fantastic organisation based in South London who are looking to recruit a Data Officer to join them on a ongoing basis.
* Leading and delivering projects to introduce new business uses for the property database and enhance current business use
* Controlling and managing data to ensure regulatory and legal compliance can delivered
* Maintain the property databases and the integrity of information from other property based systems
* Lead and deliver projects to introduce new business uses for the database and enhance current business use which will include
o Analysing needs of business and designing a solution which meets these business needs
o Support system upgrades, completing user acceptance testing and analysing errors
o Providing Property database technical resource for Property Service & IT Projects
* Build areas to support collection of information, input data from external sources
* Produce reports for all business areas as required
* Ensure quality and integrity of data from all areas of the business in specified format for import into core systems.
* Creation and monitoring of interface files resolving all data errors
* Audit and check data and processes to make sure it is accurate and compliant
* Act as a problem solver, proactively identifying and following up on issues to deliver excellent property data

Skills & Knowledge:
* Understanding of Asset Management and Property Services
* Good understanding of required datasets including Asbestos, Surveying, Decent Homes, HHSRS
* Experience of data auditing and quality techniques
* Demonstrable experience of Apex or similar Asset Management Database
* Excellent verbal, written and interpersonal communication skills
* Advance Excel skills