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Complaints Resolution Manager

£250 - £300 per day

Job Description

Experienced Complaints Resolution Manager required to join a large local authority based in London. Working as part of the Property Services department, the Complaints Resolution Manager will be responsible for a team of 4 Coordinators. This is initially offered on a 6-month temporary contract, with the potential of extension.

As Complaints Resolution Manager you will:

* Manage responses to complaints and FOI's, ensuring that the service is aligned to support the Council in achieving its strategic priorities.
* Manage Housing Management compensation budget.
* Maintain a culture of innovation and continuous improvement.
* Support wider department to use learning from complaints to improve the service delivery and customer experience.

Duties and Responsibilities:

* Manage and lead staff to achieve high performance and effective operational delivery, including developing and improving staff capability.
* Manage customer focused service and effective use of resources.
* Responsible for effective management of enquiries and complaints, in line with the relevant policies, procedures and legislation
* Manage a range of investigations on behalf of the department.
* Develop strategic solutions, to ensure that the service improvements arising from investigations inform the wider service improvement agenda.
* Maintain up-to-date records and providing monthly statistical and qualitative information to Senior Management team.
* Attending contractors' monitoring meetings as required, giving performance feedback.

* Proven experience of working as a Complaints or Service Improvement Manager within a property services, housing, construction, public sector capacity.
* Knowledge of the statutory and corporate complaints process and all associated legislation and policies
* Track record of achievement at a management level in a large and complex organisation
* Ability to oversee and undertake complex investigations.
* Experience of staff management, including planning, organising and co-ordination of teamwork.

  • list Building Surveyor
    Up to £41.90 per hour Inside IR35

    MMP Consultancy currently have an opportunity for a Building Surveyor to join a local authority based in North London.

    This will be an interim position paying £41.90 P/Hour Umbrella on a 6-9 Month contract (36 hours per week) with the option to be extended.

    Primary Job Function:

    To deal with repair issue cases referred to them, diagnose the cause and arrange for works to be carried out. This will include the assessment of condensation cases and drafting reports for presentation tom the High Value Repair Panel

    Role Duties:

    * Carry out building inspections as necessary to diagnose the cause of building defects, raise work orders using National Housing Federation Schedule of Rates or specifications as appropriate.
    * To prepare reports relating to condensation in compliance with the Condensation Protocol.
    * To assist in the preparation of reports for senior managers, including those of a policy or strategic nature.
    * To produce professional technical reports and present them to the High Value Repair Panel.
    * To manage subsidence and structural failure cases in association with specialist external consultants.
    * To assess alteration requests from tenants and leaseholders and complete paperwork in compliance with the process.
    * To manage fire, flood or collision Insurance cases.
    * To assist the Legal Disrepair and Diagnostics Manager in the development of policies and procedures relating tom the Repairs Service.

  • Damp, Mould & Disrepair Surveyor
    Up to £50000 per annum Additional Benefits

    MMP Consultancy currently have an opportunity for a Damp, Mould & Disrepair Surveyor to join a housing association.

    My client have stock across London and the South East.

    This is a hybrid working role with 2-3 days working from home.

    My client are offering a salary of £50,000p/a Benefits.

    Role Purpose:

    To contribute to the successful delivery and completion of damp, mould and disrepair works within a new dedicated team within the Assets department. To carry out your role efficiently and effectively, ensure property inspections and works are delivered to a high standard, meeting our service standards whilst providing excellent customer experience and high levels of customer satisfaction. Carry out property inspections, diagnose damp, mould and disrepair causes, specify remediation and repairs, and manage works through to completion. Ensuring these works are delivered to a consistently high standard, meeting our priority targets, and achieving high levels of customer satisfaction.

    Role Impact Statement:

    An operational focus and delivery of damp, mould and disrepair works. Complete the daily activities ensuring the provision of excellent standards and service to our residents. Seek to identify areas of the role that can be improved ensuring that the appropriate action to rectify is taken. Delivers day to day operational activity focused on internal and external customer management and overall team wellbeing. A leader of the future you will focus on outstanding operational performance constantly seeking improvement. You will role model best behaviours ensuring open and honest interaction with teams to develop trust and challenge when things aren't right.

    Key Accountabilities:

    • To project manage damp, mould and disrepair works from inception through to completion including diagnosing, specifying; procuring and monitoring.
    • Ensure effective solutions for managing and reducing the causes of damp and mould are identified, which will include building repairs, installing mechanical ventilation and humidity control systems, and by providing clear advice to residents to help them understand the causes of damp and mould and behaviours that will reduce humidity in their homes.
    • Undertake contractor administration duties as required including reviewing Bills of Quantities, Schedules of Works, Specifications and all contract documentation, ensuring that these comply with the project brief and timescales, budget estimates, all relevant legislation, health and safety regulations and policies.
    • To effectively manage contractors, carrying out and managing the quality inspection process of works, including pre-start scoping, work in progress quality inspections and post inspection sign-offs.
    • Maintain CRM and systems recording progress of the works to ensure information is accurate and up to date, providing regular project updates to the senior management team.
    • Certifying contractor valuations and claims within this role's delegated authority limits, including interim and final account payment.
    • Work closely with our Resident Liaison Officer to ensure customers are informed of progress at all stages, the works offer excellent customer experience and high levels of customer satisfaction.
    • Demonstrate VFM in the delivery of damp, mould and disrepair work projects, providing strong contract management and delivery of programmes maximising quality and value to budget.
    • To ensure relevant KPI's and Service Standards are met/exceeded.
    • To work in collaboration with residents to improve the quality of their homes ensuring their views are incorporated where appropriate into the delivery of the work programmes and choice is offered where practical.
    • Carry out your duties in accordance with the relevant health and safety legislation and regulations. Managing and mitigating risks associated with Health and Safety and other Compliance issues.
    • Promote high standards of customer focus to my clients contractors and colleagues, through appropriate and accurate advice on contractual and technical matters.
    • Contribute to the effective and efficient running of the my clients Housing achieving individual targets and objectives that are set.
    • Projecting a positive image of my client by providing an excellent level of customer service to internal and external customers when responding to telephone/email/written enquiries, complaints, ensuring all contact is logged on the CRM system.
    • Maintain a sound knowledge and understanding of the business and operational plans and targets and the wider operating context.
    • Creates an environment within the relevant services of success, supported by healthy, positive, and professional challenge to deliver constant improvement.
    • To participate, engage and contribute to team meetings and activities to share my clients visions, mission, and values.
    • Contribute to the effective and efficient running of the service and division to achieve targets and objectives that are set, ensuring the team's customer services standards are always met.
    • Ensure that own performance contributes towards team objectives and performance of the wider business.
    • Work and adapt to allow the department to always operate efficiently and effectively, constantly seeking to improve.
    • Promote a unified culture and purpose across a diverse organisation by role modelling authentic behaviours aligned to the values.
    • Challenge team members and other colleagues where performance or behaviours fall short of those expected by the business.

    Title: Damp, Mould & Disrepair Surveyor

    Salary: £50,000p/a Benefits.

    Location: London & South East

  • list Compliance Contract Officer
    £42000 - £42428 per annum

    MMP Consultancy are working with a fantastic organisation to recruit Compliance Contracts Officer to join them on a Permanent basis, based in Kent.

    Key Responsibilities
    * Lead the administration and management of Asbestos Surveying and Asbestos Removal contracts, along with any other small compliance-related contracts, ensuring compliance policies and procedures are followed.
    * Provide regular updates and support to the Building Safety Manager on contract outcomes against the programme, including KPIs, budget, contract meetings, and general progress all within the contractual framework.
    * Undertake procurement exercises with the Building Safety Manager, and Procurement Manager for the compliance contracts.
    * Ensure systems are continuously updated including but not limited to the Asbestos Register, Asbestos Management Plan, Housing and Asset System, CRM, and Documents Management.
    * Raising and completing orders, organising inspections, processing payment, and carrying out other support tasks such as word processing, correspondence, specifications, and providing general support to the Building Safety Manager within the Asset Team.
    * Attend relevant webinars, courses, and collaborative networks to ensure that legislation and regulation changes are incorporated into our Policies and procedures.

    * Proven experience in asbestos contract management is essential.
    * Detailed knowledge of building pathology
    * Understanding of compliance activities within social housing and ability to manage compliance contracts.
    * Experience in using a variety of JCT and partnering contracts with the ability to undertake a procurement exercise.
    * Previous experience using systems such as CX or Keystone would be an advantage.
    * Ability to communicate and influence contractors, colleagues, and stakeholders.
    * Proven problem-solving and negotiation skills.
    * Experience in dealing effectively with customer complaints and able to demonstrate an understanding of what provides excellent customer service.
    * The ability to work as part of a team, along with the ability to prioritise the workload.