Complaints Officer

MMP Consultancy are looking to recruit a Property Services Coordinator on a temporary basis in East London.

Responsibilities:

• Responsible for an effective administration contribution to enable work to be carried out in a timely and compliant manner
• Work as part of a high performing team and ensure your actions are supportive of the team being successful
• Liaise with all relevant stakeholders and provide administrative support to the Operations Teams to ensuring the smooth running of the Property Services Programmes and Technical Projects
• Maintaining all tasks, including raising jobs, requisitions, follow on works, sub-contractor works.
• Ensure all records are always kept up to date including job details, appointments, job statuses, relevant time & dates, costs
• Ensuring that operatives are working efficiently, and operative workload is maintained in line with the WIPs (Works in progress).
• Ensuring that subcontractors are completing jobs on time and they submit completed paperwork correctly ready for supervisor' review and contractor payment
• Phoning residents to ensure access is gained for works

Requirements:

• Excellent IT skills and literacy
• Excellent communication skills, both oral and written
• Self-motivated, resilient, assertive and confident
• Proven experience of excellent customer service skills

MMP Consultancy are looking to recruit a Corporate Administrator to join an excellent Housing

Association in South London on a temp to perm basis.

Key Responsibilities:

• Provide full administrative support to the Directors and support to the PA to the Chief Executive, including arranging meetings and managing email enquiries.
• Take minutes at Senior Management, Board and Committee meetings.
• Assist with organizing corporate events, such as Board/Committee meetings, scheme openings.
• Assist with special projects (e.g. communication updates, mailouts).
• Take responsibility for self-development, attending training, supervision, appraisals, team meetings and staff conferences as required.
• Proven background in administrative work for senior level managers in an office or similar.
• Experience of maintaining efficient records such as minutes and rolling action logs and managing information systems.
• Experience of minute-taking provided at a senior level.
• Extensive knowledge of MS Office.
• Ability to work to deadlines and manage multiple tasks.
• Able to communicate effectively with a wide range of people (verbally and in writing)
• Able to plan, organise and prioritise
• Excellent IT skills (Word, Outlook, Sharepoint)

An exciting opportunity has arisen for an experienced Planner to work with a Housing Provider based in Devon on an ongoing basis.

Umbrella Rate: £17.20 Per Hour / PAYE Rate: £13.06 Per Hour

This role would suit Repairs Planners, Repairs Scheduler's, Repairs Administrators with previous experience of repairs diagnosis and scheduling.

Duties:

• Provide effective planning of regional operative's diaries working closely with the regional operational team to support the achievement of operational KPIs.
• Coordinate the efficient scheduling of maintenance repairs for operating needs and customer requirements within the area.
• Maintain the scheduling system and provide internal and external customers with timely and accurate information.
• Liaise with customer service colleagues in relation to appointments and updating of all systems when operatives report issues.
• Ensure that all written, electronic and telephone enquiries are answered and resolved effectively in accordance with agreed service standards and timescales.
• Work closely with the commercial team in relation to subcontractors purchase orders and variation orders to ensure continued value for money and commercial procedures are followed.
• Ensure compliance with GDPR regulations when processing customer data.
• Take appropriate Health and 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.

Experience Required:

• Excellent communicator, with strong organisational skills
• GCSEs at Grade C or above and including Mathematics and English
• Proficient IT skills including use of Microsoft Excel and Word Proven background in a customer service focused environment
• Experience of using database systems (Connect / Northgate / DRS)
• Construction related knowledge
• Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either a Scheduling or Customer Service capacity

MMP Consultancy are looking to recruit a Defects Officer to join an excellent Local Authority in South London on a temporary basis.

Previous experience

• Experience of delivering successful outcomes from negotiations with external and internal stakeholders.
• Experience of delivering high quality customer service
• Experience of defects resolution and the construction process desirable.
• Experience of managing contractors and holding them to contractual obligations desirable.
• Experience with a housebuilder, contractor, consultant, housing association, or similar desirable.
• Good command of verbal and written communication
• Good level of IT literacy sufficient to manage a defects management system
• Communicate clearly and openly, including listening and responding positively to others.
• Ability to communicate relevant information to all stakeholders
• Ability to create systems for maintaining and recording information
• Ability to use initiative to solve problems independently in a professional setting.
• Physically fit carry out day to day duties

MMP Consultancy are working with a fantastic organisation to recruit a Call Handler to join them on a Ongoing Contract based in West Sussex.

We are seeking enthusiastic individual who thrives in challenging atmospheres and can remain calm under pressure. You will be responsible for answering and redirecting calls. Ensuring all queries are dealt with in a time effective manner with excellent results.

Key Responsibilities:

• Handle inbound and outbound calls from residents regarding repairs and maintenance issues.
• Accurately log repair requests on the system, ensuring all details are captured correctly.
• Diagnose repair issues based on resident descriptions and allocate jobs to the appropriate contractors or internal teams.
• Prioritise urgent and emergency repairs, ensuring prompt action is taken.
• Provide excellent customer service, ensuring residents feel listened to and supported.
• Keep residents updated on the progress of their repairs, managing expectations and resolving
• queries.
• Liaise with contractors, housing officers, and other stakeholders to ensure repairs are completed efficiently.
• Handle complaints professionally and escalate where necessary.
• Maintain accurate records of all calls and updates on the housing management system.

Skills Required:

• Experience of working in a Call Handling or Customer Service based role
• Exceptional customer service skills
• A good attitude and willingness to learn
• Ability to remain calm under pressure and challenging atmosphere
• Excellent written and verbal communication skills.

Job Title: Service Delivery Manager
Location: Essex
Salary: £55,000 - £60,000 Benefits

MMP Consultancy have an opportunity for a Service Delivery Manager to join our client and lead our responsive repair work streams across the business.
Reporting to the Lead Head of Service within our repairs and maintenance division, you will be pivotal in leading and managing the delivery of a high-quality, timely responsive repairs service with a 'right-first-time' approach.
Managing a team of direct and indirect reports (including Technical Supervisors, trade operatives, and engineers), you will identify operational efficiencies whist ensuring the responsive repair programs offer value for money solutions and achieve a high level of customer satisfaction.
Experience of managing responsive repair services, demonstrable stakeholder and contract management experience is a must!

Duties:

• 
  Ensure team performance meets and exceeds KPIs.
• 
  Ensure customer-focused services and positive experiences, promoting excellent customer care practices.
• 
  Lead responses to residents' queries, complaints, and feedback professionally.
• 
  Manage and review operational risk registers to meet client expectations.
• 
  Ensure successful service delivery through effective supply chain management.
• 
  Manage contractors for procurement, commissioning, and service demands.
• 
  Improve efficiency and output of repairs and maintenance services.
• 
  Attend site meetings to resolve operational and technical issues.
• 
  Ensure accurate cost information for projects, recover incurred costs, and authorise sub-contractor payments.
• 
  Record work-in-progress, conduct inspections, and compile improvement plans.
• 
  Provide timely reports on project performance, targets, and budgets.
• 
  Stay updated on contract management practices and legislation.
• 
  Represent the company and liaise with stakeholders; stand in for the Head of Service when needed.
• 
  Manage the workforce and delivery of work programmes, ensuring technical direction, quality, and cost control.
• 
  Develop solutions to improve efficiency, reduce costs, and enhance customer experience.
• 
  Promote health, safety, and wellbeing in all work aspects.
• 
  Oversee commercial management and cost control of contracts up to £5m, ensuring adherence to financial policies and procedures.
• 
  Manage financial risks for projects and audit sub-contractor accounts.
• 
  Implement the company's performance management approach, supporting and guiding staff.
• 
  Follow company policies for performance management.
• 
  Promote high-quality, customer-led services that comply with company policies and industry standards and regulations.
• 
  Maintain a commercial focus for efficient service delivery.

Qualifications & Experience:

• 
  Experience of managing within a commercial R&M construction contractor environment to deliver services / projects to quality standards, within time and budget and to customer's satisfaction.
• 
  HNC (or equivalent) in building.
• 
  Degree (or equivalent) in building related subject or housing management.
• 
  Membership of a professionally recognised construction industry body i.e. RICS, CIOB
• 
  Direct experience of managing the operational delivery of a programme of works/ services in excess of £5m per annum, including management of resources, work planning, customer engagement, quality assurance, to time and within budget.
• 
  Experience of working within a highly commercialised environment.
• 
  Experience of contributing to the development of solutions to improve efficiency, reduce costs, improve quality and customer experience.
• 
  Proven track record of supply chain management within a commercial project management environment.
• 
  Experience of representing a company as a contract manager / representative.
• 
  Full clean manual UK driving Licence.

Working Arrangements:

• 
  Working pattern: 36 hours per week, Monday to Friday (1 Day Per Week WFH)
• 
  Location: Essex
• 
  Some travel required throughout the borough in line with requirements of the role.

Benefits:
In addition to an attractive salary, our benefits package includes: 
Heart Hub rewards, perks & benefits platform!
Private Medical Insurance
Group Life Assurance
Competitive Salaries
Pension Scheme
Paid Holidays from 26 days
Family Friendly Policies making work-life balance achievable
Health & wellbeing support including an Employee Assistance Programme (EAP)
Career development and training
Great offices & local amenities including our Lab Café
Free parking @ The Cube
A GREAT TEAM!

To Apply:
If you are keen to be considered for this opportunity to join our dynamic team, please click 'apply' below to submit your CV and outline relevant skills and experience via the application form.
Please note: Applications will be reviewed on a rolling basis so if you are keen to be considered for this role, please apply as soon as possible and do not wait until the closing date.