You can view related vacancies or set-up an email alert notification when similar jobs are added to the website below.
Billie Gumble Recruitment Consultant – Social Housing & Operational Support
Job Description
MMP Consultancy are looking to recruit a Customer Service Advisor on a Temporary basis to join a fantastic Housing Association based in East London.
Role Purpose:
* To provide a professional and welcoming reception service at our head office for corporate visitors and residents.
* To provide an efficient, friendly, and well-informed telephone and face-to-face service responding to queries, problems and requests from residents covering a range of areas including repairs, housing, rent and lettings.
* To provide general administrative support to the business including but not limited to invoice processing, post, mail mergers.
* To log and process repair requests liaising with contractors and allocate parking bays and manage enquiries including waiting list and bay swaps.
* Customer Support Team - this will include complaint management - ensuring the complaints process is followed from start to finish. Allocating parking bays and managing enquiries including waiting list and bay swaps. You'll also coordinate the lettings process, which includes transfer applications, advertising properties, shortlisting, undertaking checks to assess applicant's eligibility and coordinating appointments.
Skills and Knowledge:
* Ability to share complex information with a wide selection of callers, many who do not speak English as a first language.
* Able to sensitively deal with challenging situations and complaints from customers.
* Good face to face communication skills
* Proven listening skills.
* Good administration and organisation skills
* Able to prioritise work and manage conflicting deadlines.
* Good written communication skills
* Organised with a high level of accuracy and attention
SIMILAR JOBS
-
Complaints Manager
MMP Consultancy are looking for a Complaints Manager to join an excellent Local Authority in South London on an ongoing basis.
Responsibilities:
- Lead the end-to-end complaints process, including logging, investigation, and resolution, in collaboration with internal and external stakeholders.
- Implement a performance management framework to ensure teams meet their statutory requirements and respective timescales.
- Manage the volume of complaints, assess risks, and prioritize effectively.
- Lead a customer service team responsible for handling housing repairs complaints and ensure high levels of customer satisfaction.
- Develop and implement policies and procedures for social care complaints and raise awareness of the complaint process.
- Prepare comprehensive case-specific reports in response to complaints and Ombudsman enquiries.
- Manage outcomes and learning from complaints, ensuring timely implementation of findings and recommendations.
- Collaborate with service managers to drive service improvements based on complaint analysis.
- Oversee performance monitoring of providers and ensure appropriate mechanisms are in place for complaint handling.
- Foster effective working relationships with the Ombudsman office and other external partners.
- Develop and review partnership arrangements and protocols for effective joint working on multidisciplinary complaints.
Requirements:
- Educated to degree level or significant experience in a similar customer services environment.
- Evidence of continuing professional development, social work qualification desirable.
- Understanding of excellent customer service principles.
- Significant experience in complex housing environments.
- Knowledge of statutory frameworks, compliance, and legal timescales.
- Experience as a single point of contact for regulators and Ombudsman.
- Previous managerial experience desirable.
- Extensive knowledge of legislation, statutory duties, health and safety, and conditions of contracts.
-
Service Desk Analyst
An exciting opportunity has arisen for an experienced Service Desk Analyst to work with a Housing Provider based in Oldham on an Temporary basis.
Umbrella Rate: £17.28 Per Hour / PAYE Rate: £13.15 Per Hour
Duties:- Operate as a single point of contact for telephone, email, self-service portal and walk-ins from staff regarding IT incidents and service requests
- Provide a world-class customer experience with every interaction, resolving straightforward problems at first contact.
- Manage multiple job queues and third-party supplier calls, ensuring that specific types of incidents or requests are assigned to the appropriate individual, team or manager.
- Responsible for 1st line triage, investigation, resolution and ownership of Service Desk incidents throughout the incident lifecycle
- Responsible for updating of the ITSMF tool and provide support with the objective of restoring normal service as quickly as possible.
- Achieve continual service improvement for all functions associated with the Service Desk and IT support including the service catalogue, team knowledgebase, customer self-service portal and asset management database (AMDB).
- Facilitate the Major Incident procedure by providing communication to customers in preparation for planned work and unplanned outages.
- Administer a range of duties, including the starters, movers and leavers procedure, incorporating user administration and access management ensuring authorisation/access records are maintained in line with the organisations policies and procedures
Experience Required:
- Proven experience as a Service Desk Analyst or similar technical role
- Excellent customer service skills.
- Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
- Working knowledge of end user hardware and peripherals.
- Basic understanding of computer networks (components, cabling and IP addressing).
- Managing basic Active Directory objects (users, security/distribution groups).
- Excellent prioritisation skills.
- Able to maintain good supplier relationships.
- Excellent oral and written communications
-
Repairs Planner
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
You can also use your social account to sign in. First you need to:
Accept Terms & Conditions and Privacy Policy.