Data Analyst

MMP Consultancy is currently recruiting an enthusiastic Customer Service Advisor to join a Housing Association based in Kent.

As a Customer Service Advisor, you will play a vital role in ensuring residents receive exceptional service and support. Your strong communication will be crucial in delivering a positive customer experience and maintaining high levels of resident satisfaction.

Responsibilities:
* Deliver consistently high-quality customer service across all our contact channels in accordance with customer service standards.
* Ensure customers receive an equally positive experience, and tailor the service to meet the diverse needs of individuals.
* Take ownership of challenging messages and difficult conversations with customers, including helping to resolve complaints.
* Comply with policies, procedures and guidelines and recognise when to escalate for exceptions.
* Work with colleagues, partners and contractors to ensure customers experience an efficient and joined-up service.
* Ensure customers experience a continuously improving service by listening to them and feeding back customer views.
* Actively manage your learning to keep your knowledge up to date, enabling you to deliver the right answer, first time.
* Competently use relevant systems to deliver a high level of customer service.

Requirements:
* Experience of working in a customer service or contact centre environment.
* Commitment to making a positive difference to people by delivering great customer service.
* Ability to communicate clearly and build rapport with customers across a range of contact channels, including telephone, email, live chat and social media.
* Comfortable using standard Microsoft office packages and in-house systems. Confident learning and using new ICT systems.
* Ability to use the most appropriate style and method of communication with internal and external customers and stakeholders.
* Ability to prioritise competing commitments and work accurately and methodically under pressure.
* Experience of dealing with challenging behaviour whilst remaining solution focussed.
* Ability to make decisions based on sound judgement.
* Experience of complying with policies, procedures and guidelines.
* Ability to be flexible and adapt to a changing work environment.

Resident Liaison Officer (RLO)
Location: London and Home Counties
Contract Type: Full-Time, Permanent

We are recruiting on behalf of a reputable contractor in the Repairs and Maintenance sector, seeking a dedicated Resident Liaison Officer (RLO) to join their team across London and the Home Counties. This is an excellent opportunity for a customer-focused individual passionate about making a positive difference in residents' lives.

The Role

The Resident Liaison Officer acts as the key point of contact between the contractor, residents, and scheme managers, ensuring high levels of customer satisfaction and effective communication. This role involves resolving concerns promptly, supporting vulnerable residents, and engaging with the community to maintain trust and confidence.

Key Responsibilities:

• Responding to and resolving resident concerns, complaints, and enquiries promptly and professionally.
• Maintaining and reporting on complaints logs, identifying trends, and recommending improvements.
• Visiting residents in their homes to address issues, provide updates, and ensure satisfaction with completed works.
• Arranging compensation or goodwill gestures as approved by management.
• Organising and attending consultation events, resident surgeries, and community engagement activities.
• Coordinating with the performance team to identify and support vulnerable residents.
• Producing and presenting reports, surveys, and feedback to internal teams and clients.
• Supporting sustainability initiatives and ensuring compliance with health and safety policies.

Candidate Requirements:

• Proven experience in customer engagement and improving satisfaction levels.
• A strong understanding of customer care, particularly with vulnerable residents.
• Excellent interpersonal and communication skills, with the ability to influence and resolve issues effectively.
• Proficiency in Microsoft Office Suite.
• A proactive, organised approach with the ability to manage workloads independently and as part of a team.
• A current UK driving licence and access to an Android or iOS smartphone.

• Experience working with local authorities or housing associations.
• Knowledge of reactive maintenance services.
• Familiarity with complaint handling procedures.

What's on Offer

• Holiday Entitlement: 22 days per year, increasing with service (up to an additional 5 days).
• Long Service Awards: Recognition for key milestones and continuous service.
• Perkbox Benefits: Access to a wide range of perks, including free coffees, cinema tickets, and discounts on trips away.
• Volunteer Days: One paid day per year to support a cause of your choice.

If you are a motivated, customer-focused professional with a passion for delivering outstanding service, we'd love to hear from you.

Job Opportunity: Scheduler / Planner
Location: West Midlands
Contract Type: Full-Time, Permanent

We are recruiting on behalf of a leading contractor to find a highly organised Scheduler/Planner to join their team based in the West Midlands. This is a fantastic opportunity for someone who thrives in a fast-paced environment and is passionate about delivering excellent customer service while supporting the smooth running of operational processes.

The Role

As a Scheduler/Planner, you will work as part of a busy team, helping to coordinate repairs and maintenance works. Your role is critical in ensuring that tradespeople are deployed efficiently, and residents' needs are met promptly.

Responsibilities:

• Providing excellent customer service to residents and clients.
• Scheduling appointments with tradespeople in an organised and cost-effective manner.
• Managing appointment rescheduling using the company's planning tools.
• Logging and updating jobs on the company's job management system.
• Collaborating with supervisors and tradespeople to organise and allocate work effectively.
• Handling enquiries from residents and resolving appointment-related issues.

Candidate Requirements:

• Experience working in a busy call centre environment.
• Strong multitasking abilities, with a proven ability to meet deadlines and targets.
• Excellent communication skills, with attention to detail and a customer-focused approach.

• Experience in a scheduling or planning role is advantageous but not essential.

What's on Offer?

• Annual Holiday: Entitlement increases after one year's service (up to an additional 5 days).
• Long Service Awards: Recognition for key milestones.
• Perkbox Membership: Access to free coffees, cinema tickets, trips away, and more.
• Volunteer Days: One paid day annually to support a cause close to your heart.

Ready to Apply?

If you're a highly organised professional who enjoys problem-solving, communicating with a wide range of people, and supporting the success of a busy team, we'd love to hear from you.

Resident Liaison Officer (RLO)
Location: London and Home Counties
Contract Type: Full-Time, Permanent

We are recruiting on behalf of a reputable contractor in the Repairs and Maintenance sector, seeking a dedicated Resident Liaison Officer (RLO) to join their team across London and the Home Counties. This is an excellent opportunity for a customer-focused individual passionate about making a positive difference in residents' lives.

The Role

The Resident Liaison Officer acts as the key point of contact between the contractor, residents, and scheme managers, ensuring high levels of customer satisfaction and effective communication. This role involves resolving concerns promptly, supporting vulnerable residents, and engaging with the community to maintain trust and confidence.

Key Responsibilities:

• Responding to and resolving resident concerns, complaints, and enquiries promptly and professionally.
• Maintaining and reporting on complaints logs, identifying trends, and recommending improvements.
• Visiting residents in their homes to address issues, provide updates, and ensure satisfaction with completed works.
• Arranging compensation or goodwill gestures as approved by management.
• Organising and attending consultation events, resident surgeries, and community engagement activities.
• Coordinating with the performance team to identify and support vulnerable residents.
• Producing and presenting reports, surveys, and feedback to internal teams and clients.
• Supporting sustainability initiatives and ensuring compliance with health and safety policies.

Candidate Requirements:

• Proven experience in customer engagement and improving satisfaction levels.
• A strong understanding of customer care, particularly with vulnerable residents.
• Excellent interpersonal and communication skills, with the ability to influence and resolve issues effectively.
• Proficiency in Microsoft Office Suite.
• A proactive, organised approach with the ability to manage workloads independently and as part of a team.
• A current UK driving licence and access to an Android or iOS smartphone.

• Experience working with local authorities or housing associations.
• Knowledge of reactive maintenance services.
• Familiarity with complaint handling procedures.

What's on Offer

• Holiday Entitlement: 22 days per year, increasing with service (up to an additional 5 days).
• Long Service Awards: Recognition for key milestones and continuous service.
• Perkbox Benefits: Access to a wide range of perks, including free coffees, cinema tickets, and discounts on trips away.
• Volunteer Days: One paid day per year to support a cause of your choice.

If you are a motivated, customer-focused professional with a passion for delivering outstanding service, we'd love to hear from you.

Administrator
Location: West Midlands
Contract Type: 12-Month Fixed Term Contract

We are working with a reputable main contractor based in the West Midlands, to recruit an experienced Administrator on a 12-month fixed-term contract. This is an excellent opportunity to join a highly regarded business that partners with some of the UK's largest landlords, building owners, and facilities managers, delivering strategic building repairs, planned maintenance, and property improvements across multiple sectors.

The Role

As an Administrator, you will be based within a fast-paced call centre environment, supporting the operational team to deliver outstanding service to clients, including Housing Associations, Local Authorities, and their residents. This role requires someone with strong communication skills, who can resolve queries efficiently and with a positive attitude.

Responsibilities

• Answering incoming calls from tenants regarding repair works and resolving queries effectively.
• Utilising company systems to process orders accurately to enable client invoicing.
• Keeping the system up-to-date with detailed records of all resident interactions.
• Reviewing reports from supervisors or tradespeople to determine necessary actions for resolving repairs.
• Handling minor complaints and resolving them at the first point of contact.

Candidate Requirements

• A professional and friendly telephone manner.
• A strong focus on delivering excellent customer service.
• Excellent communication and prioritisation skills.
• Problem-solving abilities, with the initiative to identify and address customer needs effectively.

This is a varied and rewarding role, and some flexibility may be required to support the wider team's success.

What's on Offer

• Holiday Entitlement: 22 days per year, increasing with service (up to an additional 5 days).
• Long Service Awards: Recognition for key milestones and continuous service.
• Perkbox Benefits: Access to a wide range of perks, including free coffees, cinema tickets, and discounts on trips away.
• Volunteer Days: One paid day per year to support a cause of your choice.

Senior Administrator

Primarily London, with some travel to surrounding areas
4 days a week, no weekends, across multiple sites
30 hours per week

About the Role:
We are seeking a dedicated and highly organised Senior Administrator to join a vibrant charity on a temporary, part-time basis. This role is ideal for a proactive individual with experience in senior-level administration or as a Personal Assistant, capable of managing a dynamic workload of daily tasks and longer-term projects. You will thrive in a fast-paced environment, interacting with a variety of stakeholders and supporting multiple teams.

Key Responsibilities:
- Organise internal team meetings, including the circulation of agendas and minutes.
- Coordinate external meetings with suppliers and gather necessary documents and information from internal teams.
- Collaborate with the Projects, Systems, and Resourcing Manager to review and update policy and procedure manuals.
- Assist in embedding a new Teams site, supporting the Hospitality Team, and managing documents.
- Lead and coordinate audits and manage the 'inventory project.'
- Provide administrative support for the Redbridge Project.
- Complete policy work and upload documents to the charity's intranet.

About You:
- Previous experience in senior administrative or PA roles is essential.
- Proficiency in Microsoft Outlook, Excel, and scheduling tools; quick to learn new systems.
- Able to prioritise tasks efficiently, handle a changing workload, and meet deadlines.
- Comfortable engaging with various people and teams in a dynamic environment.

This is a great opportunity for someone looking to make an impactful contribution in the charitable sector, using their organisational skills to support meaningful projects.