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Complaints & Insight Coordinator
Eva Quinn Direct Delivery Consultant - Social Housing & Operational Support
Job Description
MMP Consultancy is looking to recruit a Complaints and Insight Coordinator to join a Housing Provider in North West London on a Temporary basis.
Key Responsibilities:
* Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures.
* Supporting internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution & Complaints Handling Code.
* Carry out peer reviews and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements.
* Coordination and facilitation of Housing Ombudsman referral packs in line with Complaint Handling Code requirements.
* Challenge and escalate concerns identified in relation to poor complaint case handling.
* Maintain and improve appropriate administrative systems to support the business activity.
* Ensure data collected is succinct, accurate and robust to inform on issues identified. Generate reports on the findings.
* Utilise customer satisfaction results and use the voice of the customer to improve service.
* Satisfy customers by delivering a high-level customer focussed service.
* Provide advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.
Skills Required:
* Experience of working within a complaint's environment
* A wealth of experience about how to delight customers and manage expectations.
* A 'can-do' attitude
* A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
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Data Analyst
MMP Consultancy are looking to recruit an Asset Data Analyst on a Permanent basis in Kent.
Salary - £36,636
Hours - 37hrs per week, hybrid working (arrangement can be discussed)
Key responsibilities:
* With the support of the Investment Manager, you'll be required to review the existing Keystone data, identify areas of concern with the aim to cleanse the existing data to enable accurate assessments of individual property performance
* Be the operational lead for our management of property and programme data. Take responsibility for ensuring that Managers, Surveyors and Project Managers have the correct works schedules for programmes and reconcile data back on completion.
* Present and interpret that data and make recommendations to influence and drive investment decisions.
* Work in collaboration with various teams to provide accurate stock and energy data to help inform its 30 year Business Plan, annual budget setting, works programmes and any future Net Present Value/Stock Options Apprasial exercices
* Lead on provision of property (and energy) data reports to senior managers and to the wider organisation, ensuring accuracy, timeliness and completeness of data
* Take responsibility for proactively interrogating property and energy data to identify any potential errors or inconsistencies and investigate these.
* In conjunction with the Sustainability Officer, to regularly undertake the effective import of new Energy Performance Certificate (EPC) data into Keystone in liaison with consultants and colleagues
* With the assistance of the Sustainability Officer, to identify properties where no or limited EPC/SAP data is available on Keystone and subsequently liaise with internal teams or external agencies to retrieve where available
* Support the Investment Manager to process and report upon energy data held in Keystone using the interface with the SAVA Intelligent Energy software
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Resident Liaison Officer
Resident Liaison Officer - Permanent Role
Location: North London & Home Counties
Salary: Competitive
Are you a compassionate and proactive professional passionate about making a difference in people's lives?
We are recruiting a Resident Liaison Officer for our client, a leading provider of building repairs and maintenance services across the UK.
As a Resident Liaison Officer, you will be the key point of contact for residents, ensuring their voices are heard and their needs met during property maintenance and improvement works. You'll play a vital role in empowering residents, delivering excellent customer service, and fostering strong relationships within the community.
Key Responsibilities:- Attend resident surgeries and assist vulnerable individuals with reporting repairs and tracking progress.
- Keep residents and scheme managers informed about updates and resolutions.
- Organise and attend resident consultation events and meetings.
- Identify vulnerable residents, working with housing officers or support services as necessary, and ensure accurate record-keeping.
- Investigate and resolve complaints efficiently, including MP and Councillor enquiries, in line with company and client procedures.
What We're Looking For:- Previous experience working with vulnerable residents and adapting communication styles to individual needs.
- A strong background in customer service and the ability to manage sensitive situations with empathy.
- A full clean driving licence and flexibility to travel to various sites, including evening meetings.
- A caring, organised, and proactive individual who thrives in a dynamic environment.
Our client offers a generous holiday allowance, with additional days awarded for the length of service. Key milestones and achievements with long service awards. Also offering a wide range of benefits, including discounts, experiences, and rewards.
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Scheduler
Scheduler - Permanent Role
Location: South East London
Salary: Competitive
Are you an organised, detail-oriented professional with excellent communication skills?
We are recruiting a Scheduler for our client, a leading service provider in building repairs, maintenance, and improvements across the UK.
As a Scheduler, you will be key in supporting the operational team, ensuring works are planned and scheduled efficiently to deliver a high-quality service. Working in a dynamic and fast-paced environment, you'll be responsible for arranging appointments, managing queries, and coordinating resources to meet deadlines and targets.
Key Responsibilities:- Deliver exceptional customer service to residents and clients.
- Schedule appointments with Tradespeople in an efficient and cost-effective manner.
- Handle resident queries and reschedule appointments using planning tools.
- Maintain accurate records by logging jobs onto the job management system/database.
- Work closely with Supervisors and Tradespeople to organise and optimise work schedules.
What We're Looking For:- Previous experience in a call centre or similar environment is essential.
- Excellent communication skills, attention to detail, and the ability to multi-task effectively.
- A proactive, organised individual who thrives in a busy environment and can meet deadlines and targets.
Our client offers a generous holiday allowance, with additional days awarded for the length of service. Key milestones and achievements with long service awards. Also offering a wide range of benefits, including discounts, experiences, and rewards.
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