Customer Service Advisor

MMP Consultancy are recruiting for a Data Analyst to join a wonderful Housing Association in Kent on a temporary basis.

Key Responsibilities:
* With the support of the Investment Manager, you'll be required to review the exisiting Keystone data, identify areas of concern with the aim to cleanse the exisiting data to enable accurate assessments of individual property performance
* To be the operational lead for our management of property and programme data. Take responsibility for ensuring that Managers, Surveyors and Project Managers have the correct works schedules for programmes and reconcile data back on completion.
* To interrogate information held on our differing data bases, to create and maintain a complete understanding of the performance of our homes's property.To present and interpret that data and make recommendations to influence and drive investment decisions. To input into our homes's Asset Management Strategy.
* You will work in collaboration with various teams within the homes to provide accurate stock and energy data to help inform its 30 year Business Plan, annual budget setting, works programmes and any future Net Present Value/Stock Options Apprasial exercices
* Lead on provision of property (and energy) data reports to senior managers and to the wider organisation, ensuring accuracy, timeliness and completeness of data
* Take responsibility for proactively interrogating property and energy data to identify any potential errors or inconsistencies and investigate these.
* In conjunction with the Sustainability Officer, to regularly undertake the effective import of new Energy Performance Certificate (EPC) data into Keystone in liaison with consultants and colleagues

MMP Consultancy are looking to recruit an Income Recovery Officer to join a housing provider on a Temporary contract, based in Kent.

Responsibilities:

* Maximise income with prompt recovery of rent arrears and other debts across all tenancy types, including leaseholders, shared owners, general needs and supported tenants.
* Manage rent account effectively and provide excellent tailored services according to need to sustain tenancies and signpost for appropriate support, including foodbank and utility cost referrals.
* Promptly and accurately follow the arrears process dealing with all aspects of income recovery from first stage letters, phone calls, emails, text messaging, through to court action and eviction stages.
* Phoning customers and sending letters, carry out home visits and unannounced visits across a patch of properties and negotiate the best possible payment agreements to clear arrears as soon as reasonably possible.
* Represent the organisation and present a professional image at Court, including organising our claims with a high level of accuracy.
* Demonstrate a track record of delivering service excellence to a customer base. A record of achievement in making a difference whilst meeting challenging targets.
* Provide comprehensive legal service by representing the client through all legal processes including enforcing court judgements.


Skills & Abilities:

* Must hold a full driving licence and have access to a vehicle daily.
* Good standard of numeracy and literacy- minimum of grade c or equivalent.
* Good understanding and able to use IT packages

An exciting opportunity has arisen for an Administrator to join a fantastic organisation in Essex on a Temporary Basis.

Duties:
* Liaise with customers, arrange appointments, maintain relevant up to date progress on work being undertaken and dispatch information on completion of work.
* Liaise with the client to ensure that data is maintained, and to assist with queries.
* Schedule and allocate work to operational staff to ensure operational efficiency and effectiveness.
* Maintain all records in accordance with business requirements and management instructions for the purpose of invoicing and KPI reporting.
* Procurement of materials and services to maintain operational efficiency and effectiveness and provide up to date and accurate information on all work completed for the purpose of invoicing including clear reasons for all charges, charging rates and quantities of work completed by which operatives.

Experience Required:
* Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either an Administrator, Scheduler, Planner or Customer Service Advisor position
* Excellent communicator, with strong organisational skills
* Proficient IT skills including use of Microsoft Excel and Word Proven background in a customer service focused environment.

Dear <<Candidate_Forenames>>

An exciting opportunity has arisen for an Administrator to join a fantastic Contractor in East London.

Duties:
* Liaise with customers, arrange appointments, maintain relevant up to date progress on work being undertaken and dispatch information on completion of work.
* Liaise with the client to ensure that data is maintained, and to assist with queries.
* Schedule and allocate work to operational staff to ensure operational efficiency and effectiveness.
* Maintain all records in accordance with business requirements and management instructions for the purpose of invoicing and KPI reporting.
* Procurement of materials and services to maintain operational efficiency and effectiveness and provide up to date and accurate information on all work completed for the purpose of invoicing including clear reasons for all charges, charging rates and quantities of work completed by which operatives.

Experience Required:
* Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either an Administrator, Scheduler, Planner or Customer Service Advisor position
* Excellent communicator, with strong organisational skills
* 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)

MMP Consultancy are looking to recruit a Repairs Planner, based in Hertford.

The Repairs Planner will work closely with the Maintenance Team to ensure that all repairs and maintenance work is carried out in a timely and efficient manner. The successful candidate must have excellent organisational skills and the ability to plan and prioritise workloads. You will liaise with residents and contractors to ensure that all works are completed to a high standard.

Main Responsibilities:
* Manage Operatives diaries.
* Planning repairs works for pre and post inspection, reactive and emergency repairs.
* Prioritising emergency works.
* Booking appointments and allocating works to the available operatives and following works from start through to completion.
* Ensure all relevant data is updated on a timely basis.
* Liaising with tenants and Operatives to arrange repairs.
* Effectively communicate any concerns about work quality and ensure operatives have the right material to complete their work.
* Take part in meetings, supervision, training as requested by the manager.

Experience Required:
* Previous experience of working with a Housing Association / Local Authority or contractor in either a Planning, Scheduling or Customer Service capacity
* 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

Aftercare Manager - Interim Contract - Hybrid Working

Rate: £31.83 per hour Umbrella
Duration: 5 Months

About the Role:
A leading housing association is looking for an Aftercare Manager to join their team and oversee the division. This interim role is crucial in maintaining high standards of service during the post-handover period for new homes, ensuring a seamless experience for residents during the defect warranty phase. You'll lead the Customer Care team to manage defect issues effectively, while liaising with internal teams and contractors to ensure that homes meet quality standards.

Key Responsibilities:
- Lead and manage the Customer Care & Quality team, ensuring KPIs and service standards are met.
- Collaborate with delivery teams to resolve defects efficiently, maintaining open communication with all stakeholders.
- Oversee handover and snagging standards to ensure a high quality of completed homes for new residents.
- Implement efficient defect management systems, handling customer queries and escalations with professionalism.
- Produce and analyse performance reports to drive continuous improvements in customer experience.
- Address and resolve customer complaints promptly, adhering to company policies.
- Manage budgets related to defect rectifications, including any necessary compensation or goodwill gestures.

What We're Looking For:
- Proven experience in customer care, ideally within housing or a customer-focused organization.
- Strong leadership skills with the ability to motivate and develop a high-performing team.
- Familiarity with new-build properties, snagging, and managing post-handover processes.
- Experience in working with delivery teams and external contractors to ensure timely resolution of defects.
- Excellent communication skills, both written and verbal, and a customer-centric approach.

Preferred Qualifications:
- Experience in shared ownership or working with CRM systems.
- Familiarity with the practical completion and property handover process.