You can view related vacancies or set-up an email alert notification when similar jobs are added to the website below.
Complaints Resolution Manager
Ebonnie Goss Associate Director
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.
Requirements:
* 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.
SIMILAR JOBS
-
Class 3 Registered Building Surveyor
MMP Consultancy is seeking a Class 3 G and H Building Inspector Surveyor on behalf of a Southeast London based Local Authority on a temporary basis for 3 months initially, subject to extension.
This role requires a professional with a strong background in inspecting higher risk buildings, providing crucial support to ensure safety and compliance. The rate of pay is £55ph umbrella inside of IR35.
Key Responsibilities
* Site Inspections: Conduct inspections on high-risk buildings, including those that are 18 me-tres or taller, or have 7 stories or more, with at least 2 residential units, or function as a care home or hospital.
* Design Team Meetings: Attend design team meetings, either remotely or in person, to pro-vide expert advice and ensure compliance with regulations.
* Building Regulation Trackers: Issue and manage building regulation trackers to maintain up-to-date records of compliance.
* Regulatory Support: Support the Building Safety Regulator as part of a multidisciplinary team, ensuring all safety protocols and regulations are strictly followed.
* Office Attendance: Work from the office one day a week (Wednesdays), leveraging excel-lent transport links into London Bridge.
Requirements:
* Registration: Must be registered at Class 3 G & H or awaiting results from a competency assessment provider.
* Experience: Demonstrable experience in working with higher risk buildings, meeting the criteria mentioned above.
* Competencies: Strong attention to detail, excellent communication skills, and the ability to work collaboratively within a team environment.
-
Disrepair Surveyor
MMP Consultancy currently have an opportunity for a Disrepair Surveyor to join a housing association.
My client have stock across London & Surrey.
This is a hybrid working role with 2-3 days out doing inspections and the rest working from home.
My client are offering a package of £53,000p/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: Disrepair Surveyor
Salary: £53,000p/a Plus Benefits.
Location: London & South East
-
Resident Liaison Officer
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
Duties:
* 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
You can also use your social account to sign in. First you need to:
Accept Terms & Conditions and Privacy Policy.