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Olivia Crush Recruitment Consultant – Social Housing & Operational Support
Job Description
MMP Consultancy are looking to recruit a Senior Housing Advisor on a temporary basis working for a Local Authority based in Hammersmith.
To manage a team of officers delivering a customer facing first point of contact for people who are presenting as being homeless or threatened with homelessness. To ensure the team provide excellent services to all residents and customers who present, apply, or are referred to the service by offering high standards of customer care at all times acting with integrity and courtesy.
This will be a temporary position paying £32.13 Umbrella
Responsibilities:
* Manage a team providing the first point of contact for customers approaching the Council for housing assistance using all contact methods e.g. in person, by telephone, email, fax or by post. Postholder will work flexibly across all access channels as required to meet the needs of customers and the efficient and effective running of the service.
* Ensure the service is suitably covered to deal with demand, managing rotas and taking decisions, often at short notice, depending on customer flow and staff absences. Part of this is also ensuring appropriate cover by suitably skilled officers for Out of Hours service.
* Develop and maintain a detailed knowledge of the Homelessness Reduction Act 2017, Housing Act 1996 Part VII, the Code of Guidance and all associated case law and apply this knowledge in the administration of our prevention and relief and other statutory duties.
* Ensure the team applies the legislative framework correctly during the 'triage' process, so that correct and appropriate decisions are made at the initial stages, that these are appropriately recorded, and that the council is not exposed to legal or reputational risk as a result.
* Oversee best practice in terms of record keeping, confidentiality and administration, working within approved policies, procedures and standards.
* Monitor and track all customer enquiries, complaints and member enquiries coming into the Assessment and Prevention Team. To ensure these are responded to within the appropriate timescales and to the appropriate level. To contribute to analysis enabling the service to learn from these enquiries, which leads to service improvement.
* Contribute towards the management of health and safety within H&F Advice, in particular to be responsible for ensuring that the public areas are kept safe, tidy and free of avoidable hazards.
* Be responsible for managing and recording all contacts with high standards of customer care to effectively and efficiently meet the needs of customers e.g. providing information and advice, signposting to other providers, undertaking adult social screening, housing advice interviews and all associated follow-up enquiries.
* Assist with the assessment and verifications process of applications to join the Council's general Housing Register, taking care at all times to ensure information to support applications are evidenced, verified and appropriately processed. To make sure officers have a good understanding of the Council's Allocation Policy in order to correctly support Housing Register applications.
* Log case reviews, where a formal review or appeal has been requested. To send acknowledgement letters in relation to this, ensuring that they comply with the relevant statutory regulations and requirements.
Skills & Abilities:
* Experience of managing a team and providing advice, assistance and homelessness prevention services.
* Good knowledge of the needs of vulnerable single people in housing need and the ability to apply this knowledge to applications for housing assistance.
* Ability to communicate and negotiate effectively, in writing and orally, with team members landlord, tenants, members, solicitors, stakeholders, partners and the public.
* A commitment to and understanding of the Council's equal opportunities policy, and the ability to implement the policy in relation to the homelessness prevention agenda.
* Excellent knowledge of IT systems and databases and the ability to extract information, produce statistical data and present in report format.
* A good understanding of issues relating to homelessness and housing legislation including the Homelessness Reduction Act and experience of working in this area
* Experience of dealing with partner agencies in terms of creating and implementing effective solutions.
* Experience of working in a service within a pressurised environment within a multi-disciplinary team, providing a quality service.
Title: Senior Housing Advisor
Location: Hammersmith
Salary: £32.13 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.
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* 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.
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* 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.
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* Commitment to continuing personal development
Title: Complaint Resolutions Officer
Location: Hammersmith
Salary: £26.89 Umbrella
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Building Safety Coordinator
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.
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* Provide administrative support to the Building Safety team, including maintaining accurate records, drafting reports and correspondence, and managing meeting schedules.
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* 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.
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* Good knowledge of leasehold issues, including but not limited to service charges, repairs and maintenance responsibilities, current law and legislation
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