Service Charge Officer

MMP Consultancy are looking to recruit a Resident Liaison Officer on a permanent basis in Cambridge.

* Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
* Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
* Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve our service
* Visit and meet residents in their homes, when required or requested, dealing with their needs and queries ensuring they are kept informed at all times
* Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
* Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager
* Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
* Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen
* Attend monthly contract meetings and supply relevant reports

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 Complaints Officer to join a great organisation based in East London on a temporary basis.

Job Purpose:

• To manage a case load of resident complaints relating to a variety of different housing issues that may arise. Liaise with complainants, contractors and different business streams to deliver effective, customer focussed outcomes to complaints.
• To deliver the complaint handling targets of responding to the complaint and ensuring that we are compliant with our Complaints policy and the Housing Ombudsman Complaint Handling Code.
• To deliver the stage one complaints service as set out in the policy and procedures and complaint handling code for complaint handling.
• To participate actively in the Complaint Team, taking responsibility for ensuring the delivery of service and identify areas for service improvement
• Working collaboratively with all colleagues and our contract counterparts to ensure effective customer focussed outcomes.
• Providing accurate and timely responses to complaints following comprehensive investigations
• To ensure that all complaint record keeping is accurate and updated regularly.
• To ensure that all KPI and Service Levels Agreements are met.
• Providing excellent and timely communication to our customers at all times

Please send me your most up to date CV if this is of interest to yourself.

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