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Eva Quinn Direct Delivery Consultant - Social Housing & Operational Support
Job Description
MMP Consultancy is currently recruiting an enthusiastic Customer Resolution Manager to join a Housing Association based in Kent.
Responsibilities:
* Manage, motivate and develop your team to deliver an excellent complaint resolution service.
* Ensure all customers are treated with dignity and respect and that services are tailored to meet the diverse needs of individuals.
* Respond to complex customer complaints and negative feedback with compassion and impartiality, ensuring customer's views are thoroughly investigated and acted on as appropriate.
* Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
* Work collaboratively with colleagues across the business to get the right result for our customers, providing challenge where necessary.
* Maximise learning from customer feedback, working with colleagues to identify areas of improvement and to implement complaint outcomes.
* Maintain positive working relationships with colleagues and external stakeholders, including local authorities, MPs and the Housing Ombudsman Service.
* Ability to analyse complaints data, identify trends, recommend improvement to services.
* Prepare regular reports on performance for Executive Team and relevant Committees and Boards.
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Experience Required:
Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either a Scheduling or Customer Service capacity
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Senior Repairs Scheduler
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- immediate attention is given to allocate work to operatives when they become free.
- Manage all resource planning activities to ensure maximum efficiency
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