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Olivia Crush Recruitment Consultant – Social Housing & Operational Support
Job Description
MMP Consultancy are looking to recruit a Housing Assistant on a temporary basis working for a local authority based in Hammersmith.
To assist with the development and delivery of a tenancy and estate management service which achieves compliance with the terms of tenancy and lease conditions, builds effective relationships with residents, increases resident satisfaction and quality of life, gives people pride in our estates & improves value for money.
This will be a temporary position paying £22.99 per hour Umbrella.
Responsibilities:
* Provide a high quality support service to the tenancy management teams, including housing officers and team managers in all aspects of housing management. This may include assisting the tenancy management teams with a range of housing management functions including estate inspections, progressing fire risk assessment recommendations, tenancy verification checks, ASB management, management of sheds, research, letter writing and filing.
* Support tenant and resident associations with administration, for example, photo copying.
* Operate a variety of recording and monitoring systems including computerised and manual appointment systems.
* Attend home visits, meetings, events and conferences as required. Some of these may be outside of normal working hours
* Give advice on tenancy change applications and ensure that the correct paperwork and supporting documentation is completed for assessment by the housing officer.
* Assist housing officers to manage the void and rehousing process including working with the void works team in property services to get the property into works and receive the property back once works are complete, carry out viewings and sign up new and transferring tenants.
* Assist with preparing for the sign up of new tenants when required. This includes ensuring that sign up packs are made available in advance and contain all relevant information.
* Utilise the councils IT systems to their maximum, ensuring that information is entered onto computer systems to ensure all records are accurate and up to date. Retrieve and work with such information as required.
* Work with the service improvement manager and business support officer to ensure relevant information on performance and service standards is available to residents and staff in the housing office. Also, in the absence of the business support officer take on duties such as invoice processing.
* Provide a high-quality face to face reception service to all visitors, which ensures that the majority of a wide range of enquiries are resolved at the first point of contact, or if appropriate, by appointment with a relevant officer.
Skills & Abilities:
* To support the Council's role in planning for and responding to civil and council emergencies using skills/expertise of the post holder, and in accordance with council emergency procedures.
* To provide emergency contact details for the purposes of emergency and service continuity plans.
* To ensure that you have read your Service's business continuity plan and keep abreast of any updates, so that you know what to do, if the plan is activated.
* To participate in any testing of emergency plans, as directed and take an active role in making suggestions to improve team plans.
* To comply with information rights legislation and the Council's data quality and information management standards by applying information management related policies.
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Title: Housing Assistant
Location: Hammersmith
Salary: £22.99 Umbrella
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Complaints Resolution Officer
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
Duties:
* 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.
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* 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
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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.
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* Excellent communication and interpersonal skills.
* Strong attention to detail and the ability to work to deadlines.
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