Customer Resolution Officer

MMP Consultancy are working with a wonderful organisation who are seeking Customer Service Advisor to join them on a temporary contract.

To provide a single point of contact for those contacting the Council about housing services and repairs.

Key Responsibilities:

* 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 LBHF standards and values at all times
* Quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience

Skills Required:

* 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
* 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

MMP Consultancy are looking to recruit a Planner's to work across several responsive maintenance contracts in London.

We are seeking experienced Planner's, Scheduler's or Repairs Advisor's to apply. This is a customer service based role so candidates must be customer focussed, candidates must present excellent communication and people skills.

Responsibilities:
* Schedule works into diaries for up to 20 operatives daily ensuring diaries are full and immediate attention is given to allocate work to operatives when they become free.
* Check the system for emergencies and manage within a timely manner to ensure targets are meet
* Respond to telephone variations by seeking approval from duty surveyor so operatives may continue on the site through to completion
* Arrange inspections for supervisors
* Provide a high-quality service to client on a face to face basis
* Working within a team to achieve goals and targets achieving daily targets of a minimum of 60 allocations each day of new orders

Experience Required for Planner / Customer Service Advisor:
* Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either a Scheduling or Customer Service capacity
* Excellent communicator, with strong organisational skills
* 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

MMP Consultancy are working with a fantastic organisation to recruit a Resource Planner join them on a Temporary Basis.

This will be predominantly working remotely but will be required to attend monthly meetings.

As a Resource Planner, you'll be tasked with allocating appointment slots to arrange repairs to residents' properties and track the progress of our team of maintenance operatives to ensure these repairs are completed within their priority deadline.

Responsibilities:
* Contact all customers reminding them of the following day appointments
* Check the previous day's diary to ensure all jobs were completed and closed down
* Check operatives are attending appointments throughout the day
* Ensure all operatives are fully utilised with minimal travel time in order to maximise productivity
* Scheduling repairs and appointments
* Merging jobs
* Managing diaries
* Ordering material and raising jobs.

MMP Consultancy are working with a fantastic organisation to recruit a Finance Administrator in North London.

Responsibilities:
* Process invoices in a speedy and accurate manner
* Liaise with suppliers to ensure accounts are kept up to date and in an accurate manner
* Reconcile supplier statements
* Liaise with our internal customers to ensure all paperwork is in place to make payments within supplier payment terms
* Ensuring the data is input onto the Purchase and General Ledger accurately and on a timely basis, ensuring deadlines are met and service standards maintained.
* Payments are made promptly to suppliers (including using cheques, BACS and Online payment (CHAPS and Faster payment)).
* Errors are rectified and queries are dealt with.
* Any other Accounts Payable duties as requested by the line manager.
* Ensure that all departmental records and documents are filed and maintained
* Develop and manage an effective arching service

MMP Consultancy is currently recruiting an enthusiastic Customer Service Advisor to join a Housing Association based in North West London.

As a Customer Service Advisor, you will play a vital role in ensuring residents receive exceptional service and support. Your strong communication will be crucial in delivering a positive customer experience and maintaining high levels of resident satisfaction.

Responsibilities:
* Respond to inquiries, requests, and complaints in a timely and empathetic manner, aiming to resolve issues effectively and efficiently.
* Assist residents with housing-related matters, including rent payments, tenancy agreements, repairs, and maintenance requests.
* Deliver consistently high-quality customer service across all contact channels in accordance with the customer service standards.
* Take ownership of challenging messages and difficult conversations with customers, including helping to resolve complaints.
* Ensure customers experience a continuously improving service by listening to them and feeding back customer views.

Requirements:
* Experience of working in a customer service or contact centre environment.
* Commitment to making a positive difference to people by delivering great customer service.
* Ability to communicate clearly and build rapport with customers across a range of contact channels, including telephone, email, live chat and social media.
* Comfortable using standard Microsoft office packages and in-house systems. Confident learning and using new ICT systems.
* Ability to use the most appropriate style and method of communication with internal and external customers and stakeholders.
* Ability to prioritise competing commitments and work accurately and methodically under pressure.
* Experience of dealing with challenging behaviour whilst remaining solution focussed.
* Ability to make decisions based on sound judgement.
* Experience of complying with policies, procedures and guidelines.
* Ability to be flexible and adapt to a changing work environment.

MMP Consultancy are looking to recruit a Customer Service Advisor on a Permanent Basis in East London.

Main Responsibilities:
* Delivering consistently high-quality customer service across all contact channels, in line with customer service standards.
* Tailoring services to meet the diverse needs of individual customers, ensuring an equally positive experience for everyone.
* Taking ownership of challenging messages and difficult conversations with customers, including complaint resolution.
* Complying with policies, procedures, and guidelines, recognizing when to escalate for exceptions.
* Collaborating with colleagues, partners, and contractors to provide an efficient and joined-up service.
* Actively listening to customers, obtaining their feedback, and contributing to continuous service improvement.
* Managing your learning to keep your knowledge up to date, enabling you to provide the right answer, first time.
* Competently using relevant systems to deliver a high level of customer service.
* Implementing and supporting changes to customer service delivery.

Person Specification:
* Experience of working in a customer service or contact centre environment.
* Commitment to making a positive difference to people through great customer service.
* Ability to communicate clearly and build rapport with customers across various contact channels.
* Comfortable using standard Microsoft Office packages and in-house systems, with the ability to learn and use new ICT systems.
* Ability to use the most appropriate style and method of communication with internal and external customers and stakeholders.
* Ability to tailor complex information according to the customer's needs.
* Ability to prioritize competing commitments and work accurately and methodically under pressure.
* Experience in dealing with challenging behaviour while remaining solution-focused.