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MMP Consultancy are recruiting a Senior Complaints Manager on a Temporary basis in South East London.

Purpose Of Job:

• Ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets.
• Provide advice, guidance to staff, supervisors and senior management in R&I to ensure appropriate resolution and remedy of complaints and Members Enquiries, FOIs and other correspondence
• Support the preparation of complaints, review service responses and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, departmental policies/procedures in order that appropriate resolution and remedy is achieved.

Key Responsibilities:

• To move the service from one that focuses on managing complaints processes, to one that provides more holistic customer services and positive outcomes for residents.
• Ensure that quality is embedded across the repairs and Investment Service in responding to residents and key stakeholders, working with all teams to deliver excellent customer services.
• Support Customer Experience manager with gathering information for, and responding to, complaints, members enquiries, MP enquiries and correspondence
• Identify opportunities to learn from complaints and feedback learning through SMT
• Support the training of staff, supervisors and SMT managers in complaint handling
• Work alongside the Customer Experience Manager and IT to ensure that CRM workflows reflect the relevant policy and procedure, and lead on any changes needed to improve the service.

NMMP Consultancy are working with a fantastic organisation to recruit Complaints Investigator to join them on a Temporary Basis in West London.

Umbrella Rate: £22.04 per hour

Responsibilities:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

Ideal Candidate:

• Proven experience in a similar role within a contact centre or customer service environment. Experience in a social housing or similar public sector service environment

• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Organisational and time management skills, with the ability to deliver against SLAs.
• Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience of working in a complaint setting.
• Excellent knowledge of the Housing Ombudsman

MMP Consultancy is looking for a DLO Lead for a client in South London. Interim opportunity paying between £450 - £500 per day (Depending on experience). - Inside IR35.

About the role

Title: DLO Lead
Rate: £450 - £500 per day (Inside IR35) neg.
Client: South London
Contract: Rolling contract
Hybrid: Office Preference (Flexibility with time)

Duties:

• Deliver operational productivity of Direct Labour within the Local Authority.
• Utilise data to identify deficiencies in quality and commercial performance within service delivery.
• Upskill permanent and direct staff to reduce reliance on subcontractors.
• Identify cost efficiencies and savings in the delivery of works, including the supply chain and equipment.
• Collaborate with the Assistant Director of Repairs on strategy and operational performance.
• Identify service deficiencies and implement improvements to enhance customer satisfaction where possible.

MMP Consultancy is currently seeking a Part Time - Disrepair Surveyor for a 6 month Fixed Term Contract paying £32,334.12 per annum, based in North London.

Carrying out working responsibilities across 3 days per week.

Details

Title: Disrepair Surveyor
Rate: £32,334.12 per annum (Part Time 3 days)
Contract: 6 months Fixed Term Contract
Hours: 3 days per week
Location: North London

Key Responsibilities:

• Manage disrepair claims from inspection through to resolution
• Specify and manage works using Schedule of Rates (SOR codes)
• Accurately diagnose complex repairs and monitor contractor performance
• Liaise with residents, keeping them informed and involved
• Feed into maintenance plans and contract management

Experience Required:

• Experience managing customer relationships and working with contractors
• Strong knowledge of building construction, regulations, and defect diagnosis
• Relevant technical qualification (e.g. HNC, RICS, CIOB) preferred
• Excellent communication, problem-solving, and time management skills

• Knowledge of Schedule of Rates and contract delivery in a social housing context

Benefits:

• Flexible hybrid working
• 25 days holiday (plus bank holidays), increasing over time
• Pension scheme with up to 8% contributions
• Simply Health cash plan, employee assistance programme & Perkbox access
• Volunteer days, annual staff events, and more

Apply for more details.

Job Title: Estates Services Supervisor
Location: North West London

About the Role:
We are seeking a highly motivated and proactive individual to join our team as a Estates Services Supervisor. This is an exciting opportunity to manage and oversee the delivery and performance of a range of services in our communal open spaces, playgrounds, and residential blocks. The ideal candidate will ensure the effective delivery of grounds maintenance, arboriculture, caretaking, and cleaning services while maintaining a focus on quality, customer satisfaction, and compliance with health and safety standards.
Key Responsibilities:

• Supervise the delivery and performance of grounds maintenance, arboriculture, caretaking, and cleaning services.
• Manage the execution of service level agreements (SLAs) and programmes of work to meet contractual obligations.
• Ensure compliance with health and safety regulations, waste disposal laws, and environmental policies.
• Achieve high standards of quality and value for money in the services provided.
• Maintain a high level of customer satisfaction through direct interaction and problem resolution.
• Manage and motivate teams on-site, leading by example and ensuring performance targets are met.
• Act as the point of contact for external suppliers and oversee their performance.
• Split your time between community engagement (working directly with the team in the field) and administrative duties (handling meetings, reports, and documentation via laptop).

Key Skills and Experience:

• Previous supervisory experience is ideal, but not essential; we will support you to develop your leadership skills.
• Strong communication and interpersonal skills, with the ability to motivate and coach teams effectively.
• Experience in managing service delivery to tight deadlines while maintaining high-quality standards.
• A good understanding of health and safety legislation, waste disposal laws, and environmental policies.
• Proven experience working with customers at all levels, providing excellent service and handling issues.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational and time-management skills, with the ability to prioritize tasks efficiently.

Additional Information:

• A company vehicle is provided for work-related travel.
• This role is likely to be part field-based and part office-based (administration).
• The position is suited to candidates based in the London area, though the patch extends into Surrey and Sussex

Job Title: Planned & Cyclical Programme Manager
Salary: £55,000
Location: East London (Hybrid)

Hi All, MMP Consultancy is currently looking for a new Planned & Cyclical Programme Manager to join their team, this would be a permanent opportunity paying £55,000 Benefits

Job purpose
This key role within the Property and Places Management Team will ensure that the Group procures, manages and delivers its Major Works and Cyclical programmes in a timely and prioritised manner, ensuring excellent resident satisfaction and value of money. The role will work closely with the Head of Property to ensure that the programme remains aligned to deliver efficiency savings, rebalancing works over time in favour of planned instead of reactive.

To work with the GDPP to develop and deliver the 5 Year Investment Plan for our client

To work as part of the Property and Places Management Team to ensure the service provides a high-quality property management service that meets all statutory and regulatory obligations and achieves high levels of resident satisfaction.

To manage procurement, contract management and delivery of all capital and cyclical programmes as required, either through direct management of contractors or through Employers Agents

Ensure all building safety compliance, statutory and regulatory obligations are picked up and progressed by the team.
Planned & Cyclical Programme Manager
Planned and Cyclical Programme Manager

To manage the mechanical and electrical programme, ensuring the Mechanical and Electrical Manager has effective oversight of all M&E works, including procurement of specialist consultants as required to ensure effective delivery.

Manage the Group's asbestos survey contractor, working with the Head of Property to ensure that the Group's asbestos register is maintained, and management surveys / communal area surveys are undertaken as appropriate in accordance with the policy.

To work with the Asset Manager and ensure that a programme of % annual stock condition surveys are undertaken to inform and update future programmes.

To work closely with the Head of Property, managing the Property Surveyors to ensure routine and ad-hoc property surveys are undertaken and recorded on the Charity's asset management system.

To prepare reports, programme and cash-flow forecasts for internal meetings, Board Committees and Board commensurate with the duties and responsibilities of the role.

To be an ambassador for The Group, and as part of the Leadership Team, demonstrate the values of the organisation both internally and to external stakeholders.
Staff Management

The role manages 4 staff:
Mechanical & Electrical Manager
Property Surveyors x2
Planned & Cyclical Coordinator

Staff benefits

We offer a range of staff benefits as part of our employment package:
*25 days holiday entitlement pa plus public holidays
*Contributory pension scheme through Scottish Widows
*Free membership and use of our gyms and wellness facilities
*Casual car allowance for certain posts where applicable
*Wellbeing initiatives for staff
*Health Cash Plan (being finalised)
*Professional development and training opportunities

Job Title: Mechanical and Electrical Manager
Salary: £50,000
Location: East London (Hybrid)

MMP Consultancy is currently looking for a new Mechanical and Electrical Manager to join their team, this would be a permanent opportunity paying £50,000 Benefits

Job purpose
This key role will help ensure the Group continues to meet its obligations for mechanical and electrical standards as part of its building safety obligations and keep residents safe.

Reporting to the Planned and Cyclical Programme Manager, develop and deliver mechanical and electrical works programmes as part of the Group 5 Year Investment Plan.

To manage procurement, contract management and delivery of all mechanical and electrical programmes as required, either through direct management of contractors or through specialist consultants

As part of delivery of works, ensure all building safety compliance, statutory and regulatory obligations are picked up and addressed.
Mechanical and Electrical Manager
Planned and Cyclical Programme Manager

To ensure the Group's asset management and compliance databases in relation to mechanical and electrical programmes are maintained and ad hoc property surveys are undertaken and recorded.

To manage all mechanical and electrical servicing and inspection programmes and follow-up works, ensuring effective contract management and administration, quality assurance of both works and certification including a sample check and post-inspection programme.

To manage all mechanical and electrical contractors and contracts ensuring best practice in contract management and a clear procurement strategy in place going forward.

To provide advice and assistance to the Head of Property and or Property Managers on mechanical and electrical matters as may arise from cyclical or responsive maintenance works.

To work as part of the Property and Places Team to ensure the service provides a high-quality property management service that meets all statutory and regulatory obligations and achieves high levels of resident satisfaction.

To prepare reports, programme and cash-flow forecasts for internal meetings, and work with the Planned and Cyclical Manager to support the preparation of reports for Board Committees and Board commensurate with the duties and responsibilities of the role.

To be an ambassador for The Group and demonstrate the values of the organisation both internally and to external stakeholders.

Staff Management
None

Work as part of the Planned and Cyclical Team to help set and manage budgets for the planned and cyclical programmes whilst at all times ensuring value for money for the Group.

Prepare, maintain and present any regular financial reporting e.g. programme trackers to management team meetings as required.
General - Line Managers

Staff benefits:
We offer a range of staff benefits as part of our employment package:
*25 days holiday entitlement pa plus public holidays
*Contributory pension scheme through Scottish Widows
*Free membership and use of our gyms and wellness facilities
*Casual car allowance for certain posts where applicable
*Wellbeing initiatives for staff
*Health Cash Plan (being finalised)
*Professional development and training opportunities

Job Title: Property Surveyor
Salary: £45,000
Location: East London (Hybrid)

Hi All, MMP Consultancy is currently looking for a new Property Surveyor to join their team, this would be a permanent opportunity paying £45,000 Benefits

Job Purpose
These roles will report in to the Planned and Cyclical Manager and help ensure that the Group delivers its Major Works and Cyclical programme whilst ensuring excellent resident satisfaction and value for money. The role will also work closely with our Property Managers, helping to provide technical expertise and presence on the ground to undertake routine and ad hoc inspections.

To carryout detailed stock condition surveys and property inspections for the group as required, producing reports to help maintain and refresh the Group's asset management information and asset investment programme.

To help develop and manage delivery of the Major Works, Planned and Cyclical programmes by undertaking surveys, preparing works specifications for tenders, carrying out works inspections and managing works contracts and contractors on-site to ensure quality and Value for Money (VfM).

To manage contracts including Contract Instructions variations, preparing valuation statements as required.

To manage consultants / Employer's Agents as required.

Ensure all building safety compliance, statutory and regulatory obligations are picked up and progressed.

To work with the Planned and Cyclical Manager, Asset Manager and Head of Property to develop and refine the 5-year Asset Investment Plan.

To work with the Planned and Cyclical Manager, Head of Property and Property Managers to develop and manage cyclical decorations programmes.

To review Fire Risk Audit (FRA) reports and help ensure actions and remedial works are scoped and completed, updating relevant systems.

To help produce reports for both internal and external audits with relevant asset management data.

To keep the Asset Management and compliance systems up to date with any asset changes and any major works programmes delivered.

To carryout HHSRS (Housing Health & Safety Rating System) inspections as required and provide recommendations and status report.

Work with the Head of Property and Property Managers to ensure all recommendations supplied from any report (FRA, stock condition, HHSRS) are followed through with the responsible delivery teams and are actions are completed.

To keep up to date with all regulatory requirements and changes in legislation.

To deputise for the Planned and Cyclical Manager when required.

To work with the Head of Property and others involved in the management of the buildings in order to manage building safety risks appropriately.

To be an ambassador for our client and have our customers/residents at the heart of all decision making.

To occasionally attend site out of hours if required in the event of a serious emergency warranting escalation.

Staff Management
No line management requirements

Staff benefits
We offer a range of staff benefits as part of our employment package:
25 days holiday entitlement pa plus public holidays
Contributory pension scheme through Scottish Widows
Free membership and use of our gyms and wellness facilities
Casual car allowance for certain posts where applicable
Wellbeing initiatives for staff
Health Cash Plan (being finalised)
Professional development and training opportunities