This job is no longer available.
You can view related vacancies or set-up an email alert notification when similar jobs are added to the website below.

Complaints & Insight Coordinator

£30000 - £35000 per annum

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.

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.

  • list Customer Service Team Leader
    £16.98 - £22.40 per hour

    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 leadership, 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.

  • list Contracts Administrator
    £28000 - £28324 per annum

    MMP Consultancy are working with a fantastic organisation to recruit a Contracts Administrator to join them on a fixed term basis in Kent.

    Key Responsibilities:

    * Have a focus on safety first with all risks identified immediately escalated to the Contract Manager
    * Provide regular updates and support to Senior Contract Manager on contracts outcomes against programme
    * Undertake regular audit of contract related information including certification (Where applicable) and develop action plans for closing works in a consistent manner.
    * Collate, analyse, monitor and report on KPIs within the contractual frameworks
    * Provide financial monitoring support and analysis to Contract manager
    * Regular monitoring of Cx Task Management
    * Monitor and report on contract management meeting actions
    * Support delivery teams in responding to written and phone enquires and update Cx as necessary.
    * Processing works orders, completions, process for payments or inspection requests in accordance with the policies and procedures and respond to general queries relating to proposed and confirmed works
    * Assist in the provision of information for the database for Stock Condition, Asbestos, Fire Risk Assessment and any other areas as required.


    * Experience of data analysis and process management
    * Proven project management or contract experience
    * Ability to co communicate and influence contractors, colleagues and other stakeholders
    * Detailed knowledge of using a variety of JCT and partnering contracts
    * Proven influencing and negotiating skills to resolve problems
    * Sound judgement and prioritisation skills
    * Ability to work within tight deadlines, under pressure and deliver projects on time, within budget to the required standard

  • list Customer Resolution Manager
    £47000 - £47121 per annum

    MMP Consultancy is currently recruiting an enthusiastic Customer Resolution Manager to join a Housing Association based in Kent.

    * Manage, motivate and develop your team to deliver an excellent complaint resolution service.
    * Ensure all customers are treated with dignity and respect and that services are tailored to meet the diverse needs of individuals.
    * Respond to complex customer complaints and negative feedback with compassion and impartiality, ensuring customer's views are thoroughly investigated and acted on as appropriate.
    * Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
    * Work collaboratively with colleagues across the business to get the right result for our customers, providing challenge where necessary.
    * Maximise learning from customer feedback, working with colleagues to identify areas of improvement and to implement complaint outcomes.
    * Maintain positive working relationships with colleagues and external stakeholders, including local authorities, MPs and the Housing Ombudsman Service.
    * Ability to analyse complaints data, identify trends, recommend improvement to services.
    * Prepare regular reports on performance for Executive Team and relevant Committees and Boards.