Customer Service Advisor

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

Duties:

* 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.

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

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 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 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.

Responsibilities:

* 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