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Repairs Customer Service Team Leader

£439.12 - £550.00 per day

Billie Gumble Recruitment Consultant – Social Housing & Operational Support

Job Description

MMP Consultancy are looking to recruit a Repairs Customer Service Manager to join a Local Authority in North London on a temporary basis.

* Lead the housing resolution customer support team, available to provide back-office administration, first tier escalation, inbox management and support with complaints and members enquiries
* Provide leadership, support and motivation the team to ensure that all staff are recruited, trained, managed, appraised and developed effectively in accordance with the council's policies and procedures.
* Provide operational leadership of the Customer Service Team, designing operational plans to translate the strategic objectives set into tangible operational outcomes and service improvements.
* Develop the online and digital offer for repairs
* Embed a customer focused approach to continuous service improvement and respond creatively to the needs and aspirations of residents. Promote and encourage resident involvement. Review customer feedback and complaints regularly and use these to improve the service.
* Carry out and co-ordinate all financial, administrative, performance management, quality assurance and recording tasks in relation to this role and maintain detailed, accurate records of all activities in accordance with legislation and policies and procedures
* Manage and lead the transition to create the Housing Resolution Centre, ensuring accurate workforce planning and the development of a comprehensive training programme across Housing and Repairs to upskill agents to respond to 80% of calls at the first point of contact
* Manage the repairs inbox ensuring timely responses to service requests from customers and staff
* Complaints and Members Enquiries Service, monitoring and tracking outstanding actions through to resolution
* Responsible for collecting, analysing and acting on customer feedback in real time to drive improvements in customer satisfactions
* Liaise with customer services in relation to the corporate CRM solution, reporting and scheduling of call handlers
* Provide accurate and timely reporting on call, handling, planning and the Customer Support Team ensuring each team meets and exceeds its objectives and KPI targets
* Provide an integrated end to end repairs customer service function across multiple channels building Council Housing Repairs digital offer and developing strategies to support channel shift
* Lead the service improvement planning across customer service, planning and repairs, ensuring an effective performance monitoring and call quality monitoring system is in place

  • 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.