Complaints & Insight Coordinator

MMP Consultancy are working with a fantastic organisation to recruit a Finance Administrator in North London.

Responsibilities:
* Process invoices in a speedy and accurate manner
* Liaise with suppliers to ensure accounts are kept up to date and in an accurate manner
* Reconcile supplier statements
* Liaise with our internal customers to ensure all paperwork is in place to make payments within supplier payment terms
* Ensuring the data is input onto the Purchase and General Ledger accurately and on a timely basis, ensuring deadlines are met and service standards maintained.
* Payments are made promptly to suppliers (including using cheques, BACS and Online payment (CHAPS and Faster payment)).
* Errors are rectified and queries are dealt with.
* Any other Accounts Payable duties as requested by the line manager.
* Ensure that all departmental records and documents are filed and maintained
* Develop and manage an effective arching service

MMP Consultancy is currently recruiting an enthusiastic Customer Service Advisor to join a Housing Association based in North West London.

As a Customer Service Advisor, you will play a vital role in ensuring residents receive exceptional service and support. Your strong communication will be crucial in delivering a positive customer experience and maintaining high levels of resident satisfaction.

Responsibilities:
* Respond to inquiries, requests, and complaints in a timely and empathetic manner, aiming to resolve issues effectively and efficiently.
* Assist residents with housing-related matters, including rent payments, tenancy agreements, repairs, and maintenance requests.
* Deliver consistently high-quality customer service across all contact channels in accordance with the customer service standards.
* Take ownership of challenging messages and difficult conversations with customers, including helping to resolve complaints.
* Ensure customers experience a continuously improving service by listening to them and feeding back customer views.

Requirements:
* Experience of working in a customer service or contact centre environment.
* Commitment to making a positive difference to people by delivering great customer service.
* Ability to communicate clearly and build rapport with customers across a range of contact channels, including telephone, email, live chat and social media.
* Comfortable using standard Microsoft office packages and in-house systems. Confident learning and using new ICT systems.
* Ability to use the most appropriate style and method of communication with internal and external customers and stakeholders.
* Ability to prioritise competing commitments and work accurately and methodically under pressure.
* Experience of dealing with challenging behaviour whilst remaining solution focussed.
* Ability to make decisions based on sound judgement.
* Experience of complying with policies, procedures and guidelines.
* Ability to be flexible and adapt to a changing work environment.

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.

MMP Consultancy is looking to recruit a Complaints and Insight Coordinator to join a Housing Provider in North West London.

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.

MMP is looking to recruit a Purchase Ledger to work within a processing department for a national organisation based in London.

As Purchase Ledger you will be responsible for ensuring adequate management of the supply chain in order to enable the business to meet its primary objectives.

Key Responsibilities:
* Ensure all invoices are processed within set timelines onto COINS Financial System.
* Ensure invoice queries are resolved within set deadlines following the business invoice query/rejection processes.
* Ensure all approved invoices are paid within their due dates.
* Ensure all direct debit payments are allocated to their respective invoices and costed in a timely manner.
* Ensure supplier statements are reconciled to COINS supplier account balances on a monthly basis, differences identified to be addressed and formally documented and reported on within the same period in which they are identified.
* Ensure any other interdependent systems sharing the same data such as Impact Response and COINS are reconciled on a monthly basis to ensure costs are captured accurately at job level.
* Ensure all invoices due to be paid are valid from a VAT and CIS point of view and fully compliant with HMRC regulations in force at the time.
* Report any findings where the processing team is not following embedded processes designed to eradicate duplicates and unauthorised invoice processing.
* Ensure all supplier payment runs are carried out within the agreed Scheduled Payment timetable. To keep out-of-scheduled payments to a minimum and develop KPIs to monitor and record such payments to ensure root causes are identified and appropriate measures taken to try and eradicate causes from bottom up.
* Ensure supplier creation and maintenance process in COINS is management effectively both from a central repository and branch level point of view.

Skills Required:
* Previous experience of working within an Accounts department
* COINS experience.
* Construction industry experience
* High volume transaction background.
* Experience with communicating at all levels of the organisation hierarchy.
* Customer service
* Microsoft office experience including Excel skills
* Attention to detail
* Time management and meeting deadlines

MMP Consultancy are looking to recruit a Planner's to work across several responsive maintenance contracts in London.

We are seeking experienced Planner's, Scheduler's or Repairs Advisor's to apply. This is a customer service based role so candidates must be customer focussed, candidates must present excellent communication and people skills.

Responsibilities:
* Schedule works into diaries for up to 20 operatives daily ensuring diaries are full and immediate attention is given to allocate work to operatives when they become free.
* Check the system for emergencies and manage within a timely manner to ensure targets are meet
* Respond to telephone variations by seeking approval from duty surveyor so operatives may continue on the site through to completion
* Arrange inspections for supervisors
* Provide a high-quality service to client on a face to face basis
* Working within a team to achieve goals and targets achieving daily targets of a minimum of 60 allocations each day of new orders

Experience Required for Planner / Customer Service Advisor:
* Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either a Scheduling or Customer Service capacity
* Excellent communicator, with strong organisational skills
* 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