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Customer Service Manager

£38500 - £42000 per annum

Trainee Consultant – Operational Support & Admin

Eva Quinn

Job Description

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

* 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.

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Up to £19.10 per hour

MMP Consultancy are looking to recruit a Property Services Scheduler on a temporary basis working for a Housing Association based in Camden.

The role is to be responsible for the provision of effective and efficient administration surrounding the scheduling of repairs, services, compliance works and other technical projects. Contribute the effective completion of works to maximise the use of properties.

This will be on a temporary basis paying £19.10 per hour.


* Responsible for an effective administration contribution to enable work to be carried out in a timely and compliant manner
* Work as part of a high performing team and ensure your actions are supportive of the team being successful
* Answers phones, emails, CRM cases and schedules and confirms appointments, and inputs data into the system
* Maintaining all tasks, including raising jobs, requisitions, follow on works, sub-contractor works; ensure all records are always kept up to date including job details, appointments, job statuses, relevant time & dates, costs
* Ensuring that operatives are working efficiently, and operative workload is maintained in line with the WIPs (Works in progress).
* Phoning residents to ensure access is gained for works
* Work with emergency appointments and resolve scheduling conflicts
* Ensuring that subcontractors are completing jobs on time and they submit completed paperwork correctly ready for supervisor' review and contractor payment
* Escalate any operatives/ contractors' issues to the relevant surveyor/ Head of Service
* Ensuring you have the "first time fix" approach
* Assisting operatives/ supervisors / surveyors
* Assisting in the investigation of complaints (informal and formal) and expressions of dissatisfaction with the service
* Maintaining the team inbox and the CRM cases and answering queries.
* Updating the system with relevant information and create reports for analysis
* Other administrative duties to support Property Services and liaising with other departments where necessary.
* Any other reasonable duties to support service delivery

Skills & Abilities:

* Good level IT skills and literacy
* Good communication skills, both oral and written
* Self-motivated, resilient, assertive and confident
* Proven experience of excellent customer service skills
* Excellent organisational skills
* Ability to scrutinise data and provide recommendations
* Experience of working in the Housing/Property sector
* Aptitude for complex data analysis and report compilation

Title: Scheduler
Location: Camden
Salary: £19.10 an hour

Corporate Complaints & Insight Officer

Up to £20.65 per hour

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.


* 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

list Repairs Planner

£15.00 - £20.01 per hour

MMP Consultancy are looking for a Repairs Planner to join an excellent organisation in Colchester on a temporary basis!


* Plan for the efficient and effective use of planning and scheduling all resources to conduct maintenance activities which result in minimum downtime and maximum productivity.
* Provide a seamless service to customers by acting as first point of contact for property related enquiries, processing repair orders and scheduling resources to ensure that customers are given timely appointments within agreed priorities.
* Continuously monitor and review performance delivery and make real time adjustments to work diaries to maximize the use of available resources.
* Ensure the effective day to day maintenance of the job management system and that base data is accurately maintained. Undertake regular housekeeping of these systems (directing users accordingly).
* Establish and maintain effective, timely and on-going communications with operatives to monitor the progress of work and take appropriate action regarding appointment schedules to satisfy customer requirements. Manage necessary variations to schedules and appointments which arise due to unforeseen circumstances.
* To be the first point of contact for absence reporting of operatives and to thereafter deal with all issues concerning the rescheduling of appointments. In liaison with line managers, to monitor, anticipate and schedule in operatives approved annual leave commitments identifying in advance where operatives' availability is in danger of falling below necessary operating levels.
* Ensure the daily collation of data across all areas for the services provided by operations team.
* Continuously monitor and review performance delivery and make real time adjustments to work diaries to maximize the use of available resources.
* To adhere and administer the service within agreed financial and procedural constraints.
* Receive property related enquiries, assess, and process such requests into job orders or inspection / survey visits in accordance with agreed procedures.
* Accurately diagnose repair faults, liaising with customers, operatives, and contractors in order to coordinate appointments and material supplies within an area, maximizing productivity while maintaining a high-quality service.
* Reschedule as necessary repair works contacting the tenant to update and ensure future access. Pro-actively advancing appointments where resources are available.
* Ensure the highest levels of customer care are practiced including dealing with complaints and service failure issues.
* Ensure confidentiality and that the requirements of Data Protection, Freedom of Information and Health and Safety at Work legislation are adhered to. Maintain records and monitor the collation and use of information (verbal, written and electronic) to ensure that accurate comprehensive records are maintained and that practices comply with the Data Protection Act and company confidentiality policy and procedures.

list Compliance Contract Officer

£16.17 - £22.05 per hour

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.


  • 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.

list Repairs Planner

£28000 - £29000 per annum

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

Customer Service Advisor

Up to £22.92 per hour

MMP Consultancy are looking to recruit a Customer Services Advisor - Repairs on a temporary basis working for a Local Authority based in Hammersmith.

To provide a single point of contact for those contacting the council about housing services and repairs, to ensure that customers receive a timely and positive response to their contact within the council, achieving performance targets and high rates of satisfaction

This will be a temporary position paying £22.92 Umbrella


* Act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels
* Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required
* Capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query
* Access and record actions on the council's central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment.
* Develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.
* Carry out telephone surveys on a range of issues and record the outcomes
* Capture and update relevant customer information
* Work in a performance management driven culture with SMART objectives linked to the overall Customer Service Center key performance indicators, customer satisfaction and first contact resolution targets
* Act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry
* Act as positive role model for other staff members, and convey the standards and values at all times
* Quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience
* Work flexibly and cover shifts when required to ensure service is consistently delivered for all the hours of operation (8am - 6pm Monday to Friday).

Skills & Abilities:

* Demonstrate an understanding of and commitment to Council policies in relation to Equal Opportunity, Customer Care and service delivery, and the ability to implement these policies in the workplace.
* Experience of working in a customer service centre environment or similar customer service focussed organisation, interacting with customers to deliver high quality services
* Experience of working in a fast paced and high-pressure environment
* Experience of dealing with challenging customers

Title: Customer Service Advisor
Location: Hammersmith
Salary: £22.92 Umbrella