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

MMP Consultancy are looking to recruit a Repairs Coordinator on a temporary basis working for a Local Authority based in Bristol.

To be responsible for scheduling repairs and tasks to colleagues out on site including allocating repairs and ensuring tenants are kept informed of any delays or changes to their repair appointments and rearranging as necessary.

This will be a temporary position paying £17.56 per hour Umbrella

Duties:

* Receive and respond to customer enquiries, in line with council policies and procedures always providing excellent customer service.
* To accurately raise reported repairs and prioritise in line with agreed timescales, ensuring policies and procedures are followed.
* Ensure that repair requests are allocated, planned, and scheduled effectively to maximise the use of resources and completed "right first-time".
* Pro-actively monitor the progression of allocated jobs throughout the day and communicating with operatives, surveyors, and customers to ensure the timely completion of works.
* Ensure operatives have acceptably completed repairs using their mobile devices and give feedback to trade managers and supervisors if there are any issues.
* Provide information, advice and guidance to customers, contractors & colleagues who have repairs enquiries.
* Make outbound contact to customers as required and make enquiries on behalf of customers and arrange appointments.
* To effectively and appropriately liaise with contractors.

Title: Repairs Coordinator
Location: London
Salary: £17.56 Umbrella

MMP Consultancy are looking to recruit a Resident Liaison Officer on a temporary basis working for a Housing Association based in Brixton.

This role will be to manage and develop key relationships between the associations, customers and contractors in the delivery of key works within Development, ensuring customers are engaged and their views are incorporated as new homes are developed and repaired.

This will be a temporary position paying £29.71 per hour Umbrella

Duties:

* Assist the rest of the project team and the development's management service team in the soft landing of customers.
* Provide a customer focused service, working closely with internal & external stakeholders to ensure continuous engagement and a smooth handover at practical completion.
* Use established relationships and experience to quickly resolve defects with customers.
* Ensure all works are completed and all complaints and requests are actioned effectively to deliver value for money.
* Coordinate access to customer's homes.
* Ensure that due regard is given to the safety, vulnerability and diversity of customers as works are planned and delivered, supporting a safe and positive experience for customers.
* Liaise with resident groups as required, and lead on consultation work streams.
* Ensure compliance to corporate Health and Safety and Fire Safety legislation by following sector recommendations in the delivery of new homes.
* Ensure customers are clear on the needs and requirements of works and are fully consulted regarding any possible relocation requirements before, during and after the works.

Essential Skills & Experience:

* Working with customer groups, panels or other agencies to develop best practice ideally within Residential Social Landlords.
* Able to communicate, influence and negotiate effectively with internal and external stakeholders.
* Proven track record of managing projects.
* Good attention to detail and accurate recording for audit purposes.
* Ability to work under pressure and deadlines.
* Effectively managing budgets and controlling spend.
* Experience of dealing effectively with complaints and customer feedback as part of a team.
* Understanding of social housing legislation and tenancy management.

Title: Resident Liaison Officer
Location: London
Salary: £29.71 Umbrella

MMP Consultancy are looking to recruit a Building Safety Administrator on a temporary basis working for a Housing Association based in Brixton.

This role will be to provide a comprehensive administration and support service to the Planned and Building Safety Team.

This will be a temporary position paying £24.31 per hour Umbrella

Duties:

* Support the Planned and Building Safety Team by providing an efficient and prompt administrative service for all their internal processes to ensure smooth running of the programme of works.
* Raise works orders and purchase orders ensuring invoices are processed accurately and efficiently.
* Contribute to the safe storage and retrieval of data to comply with statutory, regulatory and internal requirements and to ensure the accurate reporting of departments KPIs.
* Produce written correspondence to customers under the supervision of the Head of Service.
* Provide administrative support relating to the management of building safety cases.
* Update systems timely and precisely to reflect accurate financial reporting.
* Organise meetings, including the preparation and distribution of agendas, minute and action taking, monitoring the follow up actions to ensure efficient delivery.
* Ensure that all written, electronic and telephone enquiries are answered and resolved effectively in accordance with agreed service standards and timescales.
* Ensure compliance with GDPR regulations when processing customer data.
* Take appropriate Health & Safety measures to ensure personal safety and the safety of our customers and colleagues.
* Support the protection and safety of our customers by ensuring safeguarding procedures are followed and safeguarding concerns are appropriately identified, monitored and reported.

Essential Skills & Experience:

* Good written and oral communications and interpersonal skills.
* Ability to plan and manage multiple work assignments.
* Highly organised with the ability to work to agreed timeframes.
* IT literate with good knowledge of Microsoft Office and experience using IT systems.
* Attention to detail to enable accurate recording for audit purposes.
* Experience of raising orders and managing payments e.g. Oracle.
* Previous administration experience of data management systems ideally Swordfish, Keystone and Northgate.
* Understanding and interest of social housing issues and services offered by registered providers and other housing regulatory bodies.

Title: Building Safety Administrator
Location: London
Salary: £24.31 Umbrella

MMP Consultancy are looking to recruit a Property Manager on a permanent hybrid basis working for a Housing Association based in Lower Eashing.

To work to provide a high quality residential estate & property management to the customers and clients. Working collaboratively with the rest of team and wider business to influence positive change and be support the department in achieving the business growth plan.

This will be a permanent position paying £42,261 £4k Car bonus (up to 5% of salary).

Duties:

* Engender a culture of continuous improvement, innovation and excellence within the residential team and across the business
* Lead by example by offering expert advice and support to clients, peers and customers alike
* Ensure consistent high quality delivery of service to internal and external stakeholders in order that client satisfaction is in line with the business objectives and SLA's.
* Actively seek out cost savings to increase income, whilst achieving customer satisfaction and retention of portfolio.
* Manage a diverse portfolio of developments and clients. You will feed into new business tenders and to work on mobilisation of new developments into your portfolio.
* Working with stakeholders to prepare accurate budgets and end of year accounts for the portfolio, carry out analysis on expenditure and ensure value for money is sought at all times. Ensure that relevant legislation is adhered to at all times and be proactive in driving improvements in operational matters.
* Proactively work with the finance team to ensure credit control matters are dealt with swiftly and support them to reduce overall service charge debtors
* Maintain robust standards in relation to Health & Safety across all contracts and ensure that you observe and work within the Group's Health and Safety Management System and all relevant good practice guides and legislation
* Undertake regular contractor / stake holder meetings to ensure contractual arrangements are being delivered to clients effectively and efficiently
* Ensuring that all contractors are robustly managed with suitable and appropriate arrangements in place to measure and monitor contractor's performance in terms of cost, quality and time
* Where appropriate lead on recruitment, management, coaching and development of site staff
* Undertake any other reasonable duties that may be specified from time to time by the Company

Essential Skills & Experience:

* AIRPM membership or similar property management related qualification
* A proven track record of private sector property management with specific experience in the residential sector
* Knowledge and experience in managing a dispersed portfolio
* Substantial knowledge of budget setting and year end accounts process
* In-depth knowledge of the Landlord and Tenant Act/s
* Demonstrable knowledge of management of large mixed tenure developments alongside experience with working with various client profiles

Title: Property Manager
Location: Lower Eashing
Salary: £42,261 £4k Car bonus (up to 5% of salary).

MMP Consultancy are looking to recruit a Neighbourhood Response Officer on a temporary basis working for a Housing Association covering the Haringey & Enfield area.

This role will be part of a job share working Wednesday, Thursday and Friday 9-5.

This will be a temporary position paying £23.41 Umbrella

Duties:

* To ensure that neighbourhoods are places that residents want to live. You'll do this by understanding local needs and working collaboratively with other teams, residents groups and external partners; ensuring estates are clean, safe and well maintained, and improvements are identified, planned and delivered.
* To investigate breaches of tenancy, support more vulnerable customers and ensure that anti-social behaviour is addressed and prevented by working collaboratively with colleagues and external agencies. Successful delivery will involve a strong collaborative approach across Clarion teams and departments, local partners and residents.
* Develop and deliver neighbourhood plans and local offers.
* Deliver a programme of regular estate inspections and prioritising fire safety risk assessment follow up work.
* Work with local residents groups to develop local community facilities, activities and events as part of a neighbourhood plan and local offers.
* Work collaboratively with local partners such as safer neighbourhood teams, the voluntary sector and youth services on neighbourhood safety and ASB issues, for ad hoc or routine meetings as appropriate.
* Liaise with other Clarion departments on neighbourhood improvements and services
* Visit customers in breach of their tenancy or lease agreement where tasked to do so
* Visit customers who may require additional support and assess whether they require on going tenancy sustainment.
* Conduct viewings and sign ups or tenancy assignments.
* Attend court to represent Clarion and/or provide witness statements as required
* Conduct evictions and attend stay hearings.
* Checks on property condition as required for the purpose of mutual exchange, during the tenants notice period or planned visits.
* Assist with major incidents and the decanting of tenants

Essential Skills & Experience:

* Customer focused.
* Enjoys working with people in the community.
* Able to develop effective working relationships with colleagues across Clarion and external agencies. Able to robustly and effectively challenge teams delivering services and improvements in the neighbourhoods to hold them to account
* Confident and able to work alone
* Positive mind set with a focus on solutions rather than obstacles
* Experience of providing good customer service
* Experience of dealing with customers in person
* Experience of working with external partners
* Experience of working to plans and targets
* The ability to exercise good judgement

Title: Neighbourhood Response Officer
Location: London
Salary: £23.41 Umbrella

MMP Consultancy are looking to recruit a Senior Neighbourhood Officer on a temporary basis working for a Local Authority based in Slough.

To be responsible for estate management expenditure; supporting the delivery of the annual housing capital and environmental improvements programme; administering and collection of recharges and supporting the Rent Recovery section.

This will be a temporary position paying £25.62 Umbrella

Duties:

* Provide a comprehensive housing management service within a specified geographic area to our customers and neighbourhoods dealing with breaches of tenancy/leaseholder agreements, estate management/monitoring, anti-social behaviour, caretaking and delivery of communal services and tenancy support visits.
* Deliver against an agreed improvement plan for the assigned area in consultation with residents and help deliver the corporate objectives. The plan should reflect the needs of the area with reference to the profile of residents and the physical characteristics.
* Ensure the housing management and environmental services provided to residents are coordinated and of an excellent standard and conform to relevant statutory requirements and best practice.
* Deliver housing services that are inclusive and accessible to our vulnerable customers
* Ensure that all complaints, incidents of ASB and harassment are investigated and dealt with in accordance with policies and procedures
* Identify opportunities for service improvements and make recommendations to the Neighbourhood Lead/Neighbourhood Manager. Ensure changes are introduced and implemented effectively and efficiently in the area.
* Support a variety of inclusive and effective customer involvement opportunities in the area linked to the national customer influencing strategy.
* Ensure residents have the opportunity to influence and shape policies, service delivery, standards and scrutinise performance.
* Support strategy in the local area and contribute to wider improvement projects as requested by the Neighbourhood Lead and Neighbourhood Manager.
* Ensure compliance with, and promotion of Health & Safety Management and policies, and ensure housing management equality and diversity services embrace this.
* Monitor budgets for which you are responsible within timescales and ensure expenditure is in accordance with budget, procedures and levels of delegated authority and audit requirements and take action when discrepancies occur.
* Participate in the delivery of an out of hours service, undertake temporary relief emergency cover including participation in the emergency plan, attend meetings, participate in working groups, and any other duties commensurate with the level of the post.

Essential Skills & Experience:

* Significant experience of working in housing related role.
* Experience of managing and prioritising own workload and ability to work effectively as part of a team.
* Experience of thinking strategically in dealing with Housing Management issues.
* Experience of working creatively with partners and other agencies, community and voluntary groups
* Ability to interpret and implement detailed policy and procedure
* Ability to influence effectively with a practical approach to problem solving
* Excellent verbal communication and presentation skills. Able to produce clear,
* concise and persuasive written reports on complex issues.


Title: Senior Neighbourhood Officer
Location: London
Salary: £25.62 Umbrella