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Customer Service Advisor

Up to £0.00 per annum

Olivia Crush Recruitment Consultant – Social Housing & Operational Support

Job Description

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

  • Complaints Resolution Officer
    Up to £26.89 per hour

    MMP Consultancy are looking to recruit a Complaint Resolutions Officer on a temporary basis working for a Local Authority based in Hammersmith.

    To play a pivotal role in delivering an effective, complaints, enquiries and compliments management service which ensures service standards are me.

    This will be a temporary position paying £26.89 per hour Umbrella


    * Deliver an effective, complaints, enquiries and compliments management service which ensures service standards are met.
    * Providing information to the corporate complaints service relating to Freedom of Information enquiries, Ombudsman cases and Subject Access Requests in accordance with the Council's policy and procedures.
    * Proactively assist staff across The Economy and other departments to resolve issues efficiently to ensure performance targets are met and prevent complaints from being escalated.
    * Contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.
    * Monitor and track multi complex complaints, enquiries and specialist investigations, and follow up works through to completion, liaising with contractors, and other internal departments.
    * Work collaboratively with internal and external parties including elected members, managers and contractors, and providing regular feedback to residents to ensure consistent practices operate across the directorate.
    * Co-ordinate and facilitate consultation with customers in relation to involving them in reviewing and improving services.
    * Deal with and resolve complaints and enquiries to prevent them escalating to the next stage.
    * Support the corporate complaints team in collating information. Carry out specialist investigations into complex and multi-service complaints and co-ordinate responses.
    * Monitor follow up works to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from complaints is embedded within the process.
    * Build effective relationships with customers and keep them informed on progress of their complaint/enquiry to assist in the resolution of formal or informal complaints and to ensure customer confidence in the complaints process is maintained.
    * Feed into lessons learnt and action we have taken to prevent further service failures and complaints
    * Award levels of compensation to be paid to customers in line with the relevant compensation policies.
    * Process these once approved and monitor the amount paid and reasons why across the Directorate.
    * Work with the line manager to help identify training, procedural and policy issues and ensure all new service managers know what is required from them in relation to dealing with complaints, Members and Ombudsman enquiries.

    Skills & Abilities:

    * Experience of working with residents to resolve complaints.
    * Experience of dealing with a diverse community client base and developing successful strategies for dispute resolution.
    * Ability to organise own workload successfully using time management skills.
    * Ability to manage, organise and co-ordinate a large caseload, and manage conflicting priorities.
    * Experience in setting up and maintaining accurate records on both hard copy and computer, including database/spreadsheet management.
    * Excellent verbal and written communication skills.
    * Able to present information clearly, systematically and accurately.
    * Ability to persuade and negotiate with all stakeholder to achieve desired outcomes.
    * Commitment to continuing personal development

    Title: Complaint Resolutions Officer
    Location: Hammersmith
    Salary: £26.89 Umbrella

  • list Building Safety Coordinator
    £26.00 - £32.18 per hour

    We are currently seeking a Building Safety Coordinator to join a Building Safety Team for a local authority in North London.

    This role offers an exciting opportunity to provide administrative support on a range of complex and challenging building safety projects, ensuring the safety of residents and building users in the local area.

    * Provide administrative support to the Building Safety team, including maintaining accurate records, drafting reports and correspondence, and managing meeting schedules.
    * Assist with the coordination of building safety projects, ensuring they are delivered on time, to budget and to a high standard.
    * Liaise with internal and external stakeholders including residents, contractors, consultants and other local authority departments.
    * Carry out building safety inspections and support the management of risks and recommendations for remedial action.
    * Ensure compliance with building safety regulations and other relevant legislation.
    * Keep up to date with changes in legislation and best practice within the building safety industry.
    * Support the delivery of building safety training and awareness sessions for residents and building users.

    * A minimum of 2 years' experience in an administrative or coordination role, preferably within the construction, compliance, fire safety or building safety industry.
    * Knowledge of building safety legislation and regulations.
    * Excellent communication and interpersonal skills.
    * Strong attention to detail and the ability to work to deadlines.
    * Ability to work independently and as part of a team.
    * Proficient in the use of Microsoft Office software.
    * If you are passionate about building safety and want to make a positive impact on the local community, then we want to hear from you. Please apply with your CV and a cover letter outlining your experience and suitability for the role.

  • list Leasehold Officer
    £20.90 - £27.57 per hour

    MMP are currently looking for a Leasehold Officer to join an excellent Housing Association in East London on a ongoing basis.

    Main Responsibilities:
    * Manage a portfolio of service charge accounts, working to targets set by the Collections Manager
    * Monitor individual accounts, determining and taking appropriate action to ensure that account holders pay service charges in accordance with the obligations under the lease
    * Authorise and check payment plans
    * Maintain contact with account holders through letter, email, telephone, or face to face as appropriate
    * Advise the account holder on the legal and statutory basis of service charges as appropriate
    * Instruct court/ recovery action as necessary

    Key Knowledge & Experience:
    * Good knowledge of leasehold issues, including but not limited to service charges, repairs and maintenance responsibilities, current law and legislation
    * Broad knowledge and awareness of current issues and developments affecting the management of housing
    * Experience in leasehold management and practice, or of arrears management
    * Experience in working as part of a customer facing team, answering queries through a variety of channels within a customer focused organisation
    * Experience of liaising with resident, homeowner, or comparable stakeholder groups
    * Experience of working with property management and accounting IT systems