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Call Handler

£11.41 - £14.99 per hour

Eva Quinn Direct Delivery Consultant - Social Housing & Operational Support

Job Description

MMP Consultancy are working with a fantastic organisation to recruit a Call Handler to join them on a Temporary Contract based in North London.

We are seeking enthusiastic individual who thrives in challenging atmospheres and can remain calm under pressure. You will be responsible for answering and redirecting calls. Ensuring all queries are dealt with in a time effective manner with excellent results.

Key Responsibilities:
* Receive and record telephone calls from a range of people and personnel
* Provide advice to clients as directed by protocols and policies
* Liaising with internal and external stakeholders in order to resolve all queries raised
* Updating the database to ensure all queries and resolutions are logged

Skills Required:
* Experience of working in a Call Handling or Customer Service based role
* Exceptional customer service skills
* A good attitude and willingness to learn
* Ability to remain calm under pressure and challenging atmosphere
* Excellent written and verbal communication skills.

  • 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 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

  • list Reception Administrator
    £15000 - £15863 per annum

    MMP Consultancy are working with a fantastic organisation to recruit a Reception Administrator to join them on a Permanent basis in Kent.

    Please note this position is Part Time.

    * Provide High quality front of house reception services including visitor and contractor management while sign position any queries to the correct department
    * Assist with routine administration tasks including incoming/outgoing post, supplies ordering
    * Assist in the maintenance of filing systems, computer date input and scanning ensuring date protection legislation is adhered to in line with policy and procedures
    * Assist with correspondence through ICT systems and emails
    * Assist with creation and maintenance of relevant record keeping

    Skills/Experience required:
    * Experience working in front of house role and office environment
    * Excellent Communication skills, written and verbal
    * Ability to work under pressure to meet deadlines
    * Knowledge of Microsoft Suite
    * A team player with a friendly "can do" attitude