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Customer Resolution Officer
Billie Gumble Recruitment Consultant – Social Housing & Operational Support
Job Description
MMP Consultancy are looking to recruit a Customer Resolution Officer on a Permanent Basis in East London.
Key Responsibilities:
* Provide a customer-focused service for complaints, Members' Enquiries, accesses to information or escalated issues investigating. Responding positively to all concerns raised, increasing early resolution to reduce further problems for customers and keeping customers updated at all times
* Assist with Local Government Ombudsman (LGO) enquiries in line with procedural and regulatory requirements.
* Engage with colleagues from other teams, including managers, to gather information required to fully investigate and respond to complaints, Members' Enquiries, complex queries
* Complete any follow up actions in a timely, in line with what was agreed with customers to reduce further issues and escalation. To support colleagues from other teams to identify and complete follow up remedial actions.
* Support the regular identification and sharing of lessons learnt from complaints, Members' Enquiries and escalated issues which can be used for service improvement.
* Assist some customers after resolution where a need is identified including becoming the contact where applicable.
* Assist efficiently with persistent complainants - including early intervention where required.
* Manage customer expectations in relation to policy and procedures, presenting options where possible.
* Liaise with external support agencies and service providers including the London authorities to ensure the successful resolution of complaints.
* Assist customers in line with all relevant policies and procedures, performance, time and quality expectations. To manage customer expectations regarding policy and process in a non-confrontational and customer-focused manner, offering alternatives where possible.
* Comply relevant regulatory and legislative requirements including those regarding data protection, health and safety, equalities and diversity and safeguarding.
Skills & Knowledge:
* Knowledge and understanding of the role of a Local Housing provider (Interview and Application form).
* High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels customer service skills
* Good numeracy skills
* Ability to quickly learn new skills and learn about different services including relevant legislation
* Ability to use supporting IT systems and follow process accurately and in real time
* Ability to effectively manage customer communications and expectations
* Ability to tailor assistance for customers who need this including those that are vulnerable, have English as a second language and/ or are facing difficult circumstances
* Identify areas where customer service and supporting processes can be improved
* Ability to work within legislative, regulatory and best practice requirements including those regarding health and safety and data protection
* Excellent communication skills and ability to exchange information and positively interact with colleagues including for the purpose of problem solving for customers
* Excellent information gathering and analysis skills to understand whether policy and process has been followed correctly
* Coordinate own work to time and quality standards
* Encourage others to work within required time and quality expectations
* Ability to work within a flexible and customer-oriented team environment and provide guidance and supervision to less experienced colleagues as required
* Working knowledge of Microsoft Office packages (Word, Excel, Outlook)
* Ability to work independently to resolve problems and queries based on experience
* Communicate complex information in a clear and concise way which is customer-friendly
* Excellent time management and administration skills, effectively planning and organising workloads to meet goals
* Customer friendly initiatives and approach
* Able to deal with customers in a positive and constructive way
* Develop effective partnership working within the Association and with other stakeholders
* Effective working within a team and individually
* Good understanding of GDPR and being discreet when dealing with confidential information
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Management Accountant
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Key Responsibilities:
* Develop and implement effective accounting systems and policies to ensure accurate financial management.
* Prepare and generate comprehensive financial documents and reports for various stakeholders, including management, shareholders, and regulatory bodies.
* Perform thorough audits of accounts and bookkeeping records to verify accuracy and compliance with established standards.
* Expertly handle tax-related matters, including the preparation of tax returns, providing tax advice, and representing the company in resolving disputed claims with tax authorities.
* Conduct financial investigations and analysis to identify areas of concern, such as insolvency, fraud, and potential mergers, providing actionable recommendations to management.
* Evaluate financial information to provide valuable insights and support decision-making processes for the management team.
* Collaborate with management and professionals from other departments to compile budgets, assess costs, and streamline financial operations.
* Prepare periodic financial statements, conduct budgetary review, and develop financial forecasts to enable effective financial planning and control.
* Offer guidance and expertise to management regarding financial aspects of productivity, stock holding, sales and the introduction of new products, driving informed business decisions.
Requirements:
* CIMA Qualification
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Learning and Development Assistant
MMP Consultancy are working with a fantastic organisation to recruit a Learning and Development Assistant to join them on Temporary basis, in Kent.
Key Responsibilities:
* Day to day oversight and administration of our learning system, courses and providers
* Deliver first line support to resolve learning and development queries and escalate as appropriate
* Administer the L&D induction process efficiently to ensure all new starters have a great experience
* Track and monitor all L&D budget spend, process invoices and escalate concerns or anomalies promptly and appropriately.
Requirements:
* Highly organised and able to manage multiple tasks in busy service
* MS Word and Excel
* Proficient use of internal systems
* Highly proficient admin skills
* Experience of providing an effective administration service to customers and colleagues
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Service Manager
MMP Consultancy are looking for a Service Manager to join an excellent Charity in South East London on a Temporary Basis.
The Service Manager post is an exciting position for candidates who have the experience, skills, and aptitude for managing supported accommodation for young people aged 16 plus.
The role will be required to work within an asset-based framework, to ensure that young people's needs and aspirations are at the centre of the support planning process. You will manage the team to ensure that all aspects of the service are delivered to the highest standards, that they are fully compliant with organisational values and contractual requirements and also that they reflect current good practice.
Key Responsibilities:
* The role will be required to oversee a team of frontline staff and will work as part of a wider management team within our youth services.
* Actively direct team members in their day-to-day work to ensure that young people receive a consistent, high quality and responsive service.
* Ensure that each client / resident has an individual package of support with regular formal and informal key working, and an up-to-date co-produced and comprehensive support and safety plan recorded and reviewed in line with policy and procedure.
* Oversee the reports regarding missing young people, to lead on coordinating a joint up response with statutory services, as well as directing a variety of approaches for non-engaging clients.
* Maintain positive working relationships with the Local Authority Commissioning Team, Pathways, and referral agencies.
* Oversee referrals ensuring that they meet the criteria and service specification and to ensure that all referrals are interviewed, assessed, and accepted / rejected in line with policy and procedure.
* Ensure that preparation for move-on begins once the young person moves into the service, and to lead on the development and roll out of a comprehensive package of life skills training which is available to all.
* As directed by the Regional Services Manager, to contribute to organisational and statutory monitoring and reporting within set deadlines.
* In partnership with the Regional Services Manager, to identify and implement flexible approaches of working with the client group, in order to best promote and advance their progress.
* To ensure the property is maintained to a high standard and that effective systems are in place to ensure all areas of housing management are efficient and offer value for money, with voids kept to a minimum and rental income maximised.
* Ensure a robust approach to managing the locality and any community risks around the properties are in operation and regularly reviewed.
* To ensure that all property risk assessments are reviewed and updated at regular intervals in line with organisational policy and procedure.
Experience and Knowledge
* Demonstrable understanding of effective practice in responding to the needs of looked after children and care leavers aged 16 and 17, as well as local authority statutory duties.
* Demonstrable experience of effectively managing staff that work with the range of issues involved in the delivery of quality services to young people who may be at risk or looked after with complex needs including offending and gang affiliation.
* A proven track record of staff and service management and demonstrable ability to manage staff performance and motivate staff members to perform effectively.
* Experience of managing accommodation-based services with a variety of tenures and knowledge of the associated housing management and health and safety requirements.
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