MMP Consultancy are looking to recruit a Customer Liaison Officer on a temporary basis working for a Local Authority based in Hammersmith.
To allow a capital project to be completed on time and on budget, the purpose of the role is to take responsibility for publicizing / coordinating important project information between the effected residential community, other stakeholders and the Economy, Direct Delivery teams by establishing a united, practical mutually beneficial working relationships, during the whole life of the project program.
This will be on a temporary basis paying £225.29 per day.
Responsibilities:
* Manage communications between the local ward councillors, the Direct Delivery Capital and Asset
* Management teams, residents, contractors & suppliers to assess and develop solutions for capital improvements to be implemented especially when residents have specific needs which require nonstandard implementation procedures.
* Visit residents in their homes to discuss their specific circumstances and compile household profiles to assist in delivering works improvements with minimum disruption.
* Daily, assist the Direct Delivery Capital and Asset Management teams in encouraging and developing tenant participation in all aspects of a scheme design and delivery.
* To be the first point of contact for residents who are experiencing difficulties with the implementation of works in their homes.
* Daily, o be proactive in promoting resident participation in our services and where necessary, consult with residents on our service delivery and improvement programmes.
* Maintain thorough knowledge of the Capital and Asset management sector, as well as an understanding of how that impacts on the communities of the Borough.
* Monitor, coordinate, and communicate strategic objectives of Capital and Asset management sector to the local communities.
* Collaborate and communicate successfully with other entities outside of the Capital and Asset management sector.
* Work with other staff members to develop a greater understanding of the Capital and Asset management sector. and any issues that arise
* Develop and foster relationships with the community, stakeholders, and other entities
* Collect, analyze, and utilize data and feedback to identify opportunities to improve the relationship between the Capital and Asset management sector and the impacted residents
* Compile reports about incidents, events, or updates about important issue for the Capital and Asset Management sector
* Proactively solve conflicts and address issues that could occur between the Capital and Asset Management sector and the impacted communities
* Promptly respond to incidents and other events as necessary
* Act as a positive representation of the Capital and Asset Management sector to the community
* Prepare and distribute work detailed monthly, quarterly, and yearly reports to Communications Manager
* Provide required information and documents to Communications Manager
* Prepare trip reports of resident meetings to record the details for future reference.
* Submit resident meeting reports to Communications manager.
* Provide support and assistance to other management teams
Skills & Abilities:
* 2 years of experience in a related role with specialist capital program knowledge
* Customer-oriented attitude.
* Excellent verbal and written communication skills.
* Ability to establish and nurture beneficial business relationships.
* Self-motivated with a willingness to take initiative and solve complex problems
* Capability to negotiate with and influence others.
* Demonstrate an understanding of and commitment to Council policies in relation to Equal Opportunity, Resident Care and service delivery, and the ability to implement these policies in the workplace
Title: Customer Liaison Officer
Location: Hammersmith
Salary: £225.29 per day
MMP Consultancy is currently recruiting an enthusiastic Customer Resolution Officer to join a Housing Association on a fixed term basis, in Kent.
Please note this position offers Hybrid Working.
Responsibilities:
* Investigate and respond to customer feedback and complaints with compassion and impartiality within our timescales.
* Ensure all customers receive an equal experience and opportunity to give feedback, and tailor the service to meet the diverse needs of individuals.
* Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
* Keep customers informed on progress while investigating their complaint.
* Ensure that policies and procedures are followed or challenged appropriately where necessary.
* Respond in writing to customer complaints and log on systems.
* Proactively look for solutions and opportunities to improve the services.
* Collaborate with colleagues to achieve a fair and appropriate outcome for customers, challenging where necessary.
* Ensure learns from our customers' experiences, working with colleagues to identify areas of improvement.
* Actively manage your learning to keep your knowledge up to date, enabling you to respond effectively to customer feedback.
Requirements:
* Experience of working within a customer service environment and/or resolving customer enquiries and complaints.
* Experience of dealing with challenging behaviour and resolving difficult situations.
* Experience of problem solving and making decisions based on sound judgment.
* Experience of understanding and applying policies, procedures and guidelines.
* Ability to communicate clearly and use the most appropriate style and method of communication with internal and external customers and stakeholders.
* Good standard of written communication skills, able to write for a variety of audiences.
MMP Consultancy are working with a fantastic organisation based in East London who are looking to recruit a Income Officer on a ongoing basis.
Main Responsibilities:
* Manage rent, service charge, major works, cyclical and rechargeable accounts, and other housing related debts such as court cost, rechargeables on a regular basis in line with the organisations policies and procedures including legislation.
* To negotiate repayment plans that will clear arrears within a realistic timescale and take corrective action where such payment plans are not complied with.
* Referring residents for support when required to enable them to maximise their income, resolve their debts and sustain their tenancy.
* To take personal responsibility for all aspects of recovery work within the team ensuring cases are progressed in line with policy, procedure and legislation.
* To maximise income collection by leading the management of serious and complex cases across
- Rents and Service Charges
- Leasehold
- Commercial rents
- Sales Ledger & Sundry Debts
* To support Customer Accounts Advisors to maximise income collection for complex cases including:
- Non-Residential Income
- Former Tenant balances
- Sales Ledger
- Sundry Debts
* To pro-actively monitor accounts and take appropriate recovery action.
* Review and monitor former tenant balances including investigating cases and making recommendations for write-off.
* Undertake all aspects of income recovery, court case work presentation and debt recovery case work, including eviction where alternative solutions cannot be found, in accordance with procedures.
* To liaise and maintain good working relationships with all relevant external agencies to ensure residents experiencing difficulties are referred appropriately for support.
* Providing basic financial capability and benefits advice referring cases on to the relevant agencies or the Tenancy Support Officers.
* To visit customers in their homes to discuss their accounts and provide advice and support.
* To meet with leaseholders and commercial tenants where necessary to resolve complex cases.
* Ensure ICT is used efficiently to improve collection of debts, maintaining accurate information.
* Contribute to testing and further development of IT systems to achieve efficient income collection.
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.
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