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Billie Gumble Recruitment Consultant – Social Housing & Operational Support
Job Description
MMP Consultancy are looking to recruit a Customer Service Team Leader on a Temp to Perm basis for an excellent social housing contractor based in Norwich.
Key Responsibilities:
* Dealing with a broad range of customers and their different types of enquiries in relation to property, housing and/or repairs
* Working effectively as part of a dynamic/flexible team.
* Leading and developing project work.
* Working with multiple computer systems.
* Analysing data and compiling reports, showing trends etc.
* Dealing with complex customer enquiries and confrontational customers.
* Leading a team, conducting 121's, performance reviews, coaching and mentoring.
* Producing training programmes and delivering training using a variety of methods.
* Work in a pressurised, fast moving environment.
* Knowledge of housing repairs and customer service skills.
* Managing employees within a customer contact team or similar field.
* Working in a customer services environment using customer processes, customer contact software and proprietary systems.
* How to give excellent customer services whilst complying with corporate and legal guidelines.
Skills & Atribuites:
* Effective communication skills to assess and meet the needs of customers, colleagues and managers.
* Write clear and concise responses to customer enquiries.
* Create develop and maintain effective working relationships with service areas, partners and contractors.
* The ability to lead and be part of a project team.
* Capacity to deal with complex enquiries and put responses into clear plain English, with good use of language and grammar.
* Make decisions, in line with legislation and organisaional policy, on customer issues which may affect their home, finances and family.
* Participate in and contribute to the team performance and ensure effect team behaviour.
* Plan and priorise work effectivley for self and team members.
* Be highly organised and methodical with excellent attention to detail.
* Use a variety of computer software packages and workflow processes to deliver customer service.
* Work with confrontational customers and effectively manage escalated enquiries / complaints.
* Create training plans and procedures and deliver training using different training methods and systems. Monitor and evaluate training.
* Provide the team with leadeship, expertise, support and assistance.
* Motivate and support the team members to achieve goals and targets.
* Demonstrate ability to undertake recruitment in line with policy.
* Work in a rotation of duties in line with customer demands and requirements.
Please send me your most up to date CV and I will give you a call at my earliest convience.
SIMILAR JOBS
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Repairs Planner
An exciting opportunity has arisen for an experienced Planner to work with a Housing Provider based in Devon on an ongoing basis.
Umbrella Rate: £17.20 Per Hour / PAYE Rate: £13.06 Per Hour
This role would suit Repairs Planners, Repairs Scheduler's, Repairs Administrators with previous experience of repairs diagnosis and scheduling.
Duties:- Provide effective planning of regional operative's diaries working closely with the regional operational team to support the achievement of operational KPIs.
- Coordinate the efficient scheduling of maintenance repairs for operating needs and customer requirements within the area.
- Maintain the scheduling system and provide internal and external customers with timely and accurate information.
- Liaise with customer service colleagues in relation to appointments and updating of all systems when operatives report issues.
- Ensure that all written, electronic and telephone enquiries are answered and resolved effectively in accordance with agreed service standards and timescales.
- Work closely with the commercial team in relation to subcontractors purchase orders and variation orders to ensure continued value for money and commercial procedures are followed.
- Ensure compliance with GDPR regulations when processing customer data.
- Take appropriate Health and 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.
Experience Required:
- 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
- Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either a Scheduling or Customer Service capacity
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Property Services Coordinator
MMP Consultancy are looking to recruit a Property Services Coordinator on a temporary basis in East London.
Responsibilities:
- Responsible for an effective administration contribution to enable work to be carried out in a timely and compliant manner
- Work as part of a high performing team and ensure your actions are supportive of the team being successful
- Liaise with all relevant stakeholders and provide administrative support to the Operations Teams to ensuring the smooth running of the Property Services Programmes and Technical Projects
- Maintaining all tasks, including raising jobs, requisitions, follow on works, sub-contractor works.
- Ensure all records are always kept up to date including job details, appointments, job statuses, relevant time & dates, costs
- Ensuring that operatives are working efficiently, and operative workload is maintained in line with the WIPs (Works in progress).
- Ensuring that subcontractors are completing jobs on time and they submit completed paperwork correctly ready for supervisor' review and contractor payment
- Phoning residents to ensure access is gained for works
Requirements:
- Excellent IT skills and literacy
- Excellent communication skills, both oral and written
- Self-motivated, resilient, assertive and confident
- Proven experience of excellent customer service skills
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Complaints Officer
MMP Consultancy are looking to recruit a Complaints Officer to join a great organisation based in East London on a temporary basis.
Job Purpose:
- To manage a case load of resident complaints relating to a variety of different housing issues that may arise. Liaise with complainants, contractors and different business streams to deliver effective, customer focussed outcomes to complaints.
- To deliver the complaint handling targets of responding to the complaint and ensuring that we are compliant with our Complaints policy and the Housing Ombudsman Complaint Handling Code.
- To deliver the stage one complaints service as set out in the policy and procedures and complaint handling code for complaint handling.
- To participate actively in the Complaint Team, taking responsibility for ensuring the delivery of service and identify areas for service improvement
- Working collaboratively with all colleagues and our contract counterparts to ensure effective customer focussed outcomes.
- Providing accurate and timely responses to complaints following comprehensive investigations
- To ensure that all complaint record keeping is accurate and updated regularly.
- To ensure that all KPI and Service Levels Agreements are met.
- Providing excellent and timely communication to our customers at all times
Please send me your most up to date CV if this is of interest to yourself.
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