Customer Service Manager

MMP Consultancy is currently recruiting an enthusiastic Customer Service Manager to join a National Social Housing Contractor based in North London.

Responsibilities:
* Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customer as well as our clients.
* Implement and manage a robust customer feedback system to ensure continuous service improvement and contribute to improvement in customer feedback methodology.
* Develop systems and processes to enable customer enquiries to be dealt with at first point of contact wherever possible for planned works, responsive repairs and other property related services.
* Develop and maintain close working between the Contact Centre, internal teams and main contractors to enable an efficient, seamless service to be delivered to our customers.
* Liaising with all service areas to act as an intermediary for customers as and when required.
* Accept and case manage on behalf of Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive.
* Implement and manage service standards for delivery.
* Provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner.
* Ensure established policies and procedures are adhered to.
* Ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners.

MMP Consultancy are looking to recruit a Corporate Complaints & Insight Coordinator on a permanent basis working for a housing association based in Camden.

This role is central to the seamless management and delivery of the overall complaints & insight function. As brand ambassador for the team, you will work with the customers, internal & external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.

This will be a temporary position paying £20.65 per hour.

Responsibilities:

* Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures
* Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution
* Proactively work with our internal and external stakeholders to prevent informal complaint escalation
* 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
* Day to day handling of complaints and supporting complainants through the complaints process customer first
* Work with staff across all services to focus on getting the right solution first time for our customers and delivering high levels of satisfaction.
* Ensure all front-line teams understand how to prevent dissatisfaction and what to do to put things right.
* Maintain an up-to-date understanding of handling complaints and improving satisfaction and use this to delight customers at every interaction.
* Use customer insight reports, complaints, audits and other statistics to shape and deliver best performance for you and your team.
* Support better ways of working that drive efficiency, promote excellence and ensure value for money
* Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values.
* Provide effective business partnering support to investigating managers to ensure thorough and robust investigations and responses of complaints
* Create and enhance internal collaboration ensuring a high level of performance is maintained and targets met


Skills & Abilities:

* Experience of working within a complaint's environment
* A wealth of experience about how to delight customers and manage expectations.
* A commitment to social housing.
* A 'can-do' attitude and solutions-driven, innovative approach that has successfully modernised services.
* A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
* Be confident with strong communication skills, and excellent written skills
* An understanding of how to manage difficult conversations face to face and by telephone
* Experience of carrying out research and presenting written arguments in a concise but compelling way.
* Excellent knowledge of all MS office applications including intermediate knowledge of outlook, word, excel and a working knowledge of vision

Title: Corporate Complaints & Insight Coordinator
Location: Camden
Salary: £20.65 Umbrella

MMP Consultancy are working with a fantastic organisation to recruit Compliance Contracts Officer to join them on a temporary basis, based in Kent.

Key Responsibilities

• Lead the administration and management of Asbestos Surveying and Asbestos Removal contracts, along with any other small compliance-related contracts, ensuring compliance policies and procedures are followed.
• Provide regular updates and support to the Building Safety Manager on contract outcomes against the programme, including KPIs, budget, contract meetings, and general progress all within the contractual framework.
• Undertake procurement exercises with the Building Safety Manager, and Procurement Manager for the compliance contracts.
• Ensure systems are continuously updated including but not limited to the Asbestos Register, Asbestos Management Plan, Housing and Asset System, CRM, and Documents Management.
• Raising and completing orders, organising inspections, processing payment, and carrying out other support tasks such as word processing, correspondence, specifications, and providing general support to the Building Safety Manager within the Asset Team.
• Attend relevant webinars, courses, and collaborative networks to ensure that legislation and regulation changes are incorporated into our Policies and procedures.

Requirements:

• Proven experience in asbestos contract management is essential.
• Detailed knowledge of building pathology
• Understanding of compliance activities within social housing and ability to manage compliance contracts.
• Experience in using a variety of JCT and partnering contracts with the ability to undertake a procurement exercise.
• Previous experience using systems such as CX or Keystone would be an advantage.
• Ability to communicate and influence contractors, colleagues, and stakeholders.
• Proven problem-solving and negotiation skills.
• Experience in dealing effectively with customer complaints and able to demonstrate an understanding of what provides excellent customer service.
• The ability to work as part of a team, along with the ability to prioritise the workload.

MMP Consultancy are looking to recruit a Repairs Planner on a Permanent basis, based in Surrey.

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