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Olivia Crush Recruitment Consultant – Social Housing & Operational Support
Job Description
MMP Consultancy are looking to recruit to a Sheltered Housing Manager join a fantastic Local Authority based in Hammersmith on a temporary contract.
To ensure the delivery of an enhanced housing management service which continually improves the quality of life and satisfaction with services for older & vulnerable residents and maximises the opportunity to co-ordinate and work with key partners and stakeholders.
This is a temporary position paying £321.45 per day Umbrella.
Duties:
* Ensure through effective day to day management that the team delivers and continually improves a comprehensive enhanced housing management service to help residents maintain their tenancy and ensure they are able to access and receive a range of housing and support services.
* Build an effective team through leadership and personal example so that team members are fully engaged and delivering an excellent service.
* Ensure there is systematic monitoring and inspection of sheltered housing schemes to provide secure, clean and well maintained communal areas and services.
* Ensure that vacant properties are passed to and received back from repairs and let within required timescales and that there is efficient, prompt and appropriate resettlement of new customers to reduce the loss of revenue and improve satisfaction for new tenants in terms of access to local services, health & safety checks and knowledge of the schemes facilities.
* Ensure revenue loss is minimised through the team's effective management of rent arrears and the maximisation of resident's access to financial assistance by promoting and facilitating a wide range of financial inclusion.
* Ensure there is effective reporting and monitoring of household repairs for residents less able to do so and that the handy person scheme is effectively utilised to provide a more accessible and tailored service.
* Ensure that there is the consistent facilitation and promotion of social activities within the schemes and co-ordination of the use of communal lounges and guest rooms to enhance the quality of life for residents.
* Develop and ensure adherence to the service level agreement, systems, administration, policies and procedures relating to health, safety and welfare of residents and the management of schemes and services.
* Implement scheme based and co-ordinated resident involvement so that residents can contribute to the development of strategies, policies and plans and resident satisfaction is continuously improved.
* Attend and service quarterly sheltered housing forums.
* Ensure there are effective day to day working relationships with the support and care service providers and other stakeholders including a seamless and appropriate response to emergencies.
* Deliver a service which promotes equality and diversity by giving equal and fair access and the identification and resolution of perceived or real inequalities.
* Lead and contribute to budget planning, control expenditure and deliver ways to improve value for money by reducing costs.
* Develop and maintain effective relationships with relevant stakeholders including the internal and external customers (tenants and leaseholders), colleagues, residents groups and community organisations.
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
* Educated to degree level or trained and qualified in supported housing, for example NVQ Level 4 or sufficient experience to demonstrate ability.
* Significant experience of managing a team of Specialist Housing Officers, working with vulnerable customers.
* Experience of working within a performance management framework and reporting on KPIs and outcomes.
* Track record of success working in a customer facing service and dealing sensitively and effectively with customer issues, specifically with older and vulnerable customers.
* Experience of dealing with safeguarding issues and managing robust systems to ensure alerts are dealt with efficiently and sensitively.
Title: Sheltered Housing Manager
Location: Brent
Salary: £321.45 per day 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.
* 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
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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.
Responsibilities:
* Provide administrative support to the Building Safety team, including maintaining accurate records, drafting reports and correspondence, and managing meeting schedules.
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Requirements:
* A minimum of 2 years' experience in an administrative or coordination role, preferably within the construction, compliance, fire safety or building safety industry.
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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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* 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.
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Leasehold Officer
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
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* Authorise and check payment plans
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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
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* Experience of liaising with resident, homeowner, or comparable stakeholder groups
* Experience of working with property management and accounting IT systems
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