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Complaints Resolution Manager
Ebonnie Goss Associate Director
Job Description
Experienced Complaints Resolution Manager required to join a large local authority based in London. Working as part of the Property Services department, the Complaints Resolution Manager will be responsible for a team of 4 Coordinators. This is initially offered on a 6-month temporary contract, with the potential of extension.
As Complaints Resolution Manager you will:
* Manage responses to complaints and FOI's, ensuring that the service is aligned to support the Council in achieving its strategic priorities.
* Manage Housing Management compensation budget.
* Maintain a culture of innovation and continuous improvement.
* Support wider department to use learning from complaints to improve the service delivery and customer experience.
Duties and Responsibilities:
* Manage and lead staff to achieve high performance and effective operational delivery, including developing and improving staff capability.
* Manage customer focused service and effective use of resources.
* Responsible for effective management of enquiries and complaints, in line with the relevant policies, procedures and legislation
* Manage a range of investigations on behalf of the department.
* Develop strategic solutions, to ensure that the service improvements arising from investigations inform the wider service improvement agenda.
* Maintain up-to-date records and providing monthly statistical and qualitative information to Senior Management team.
* Attending contractors' monitoring meetings as required, giving performance feedback.
Requirements:
* Proven experience of working as a Complaints or Service Improvement Manager within a property services, housing, construction, public sector capacity.
* Knowledge of the statutory and corporate complaints process and all associated legislation and policies
* Track record of achievement at a management level in a large and complex organisation
* Ability to oversee and undertake complex investigations.
* Experience of staff management, including planning, organising and co-ordination of teamwork.
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The role is interim. With a potential option of permanent.
Details:
Title: Aftersales Consultant
Salary: £26.37 per hour (Inside IR35)
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Contract: Interim - 6 months.
Key Duties:
* Hit weekly and monthly targets regarding equity loan &/or staircasing completions.
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Maintenance Surveyor
MMP Consultancy currently has an opportunity for a Building Surveyor (Damp and Mould) to join a local authority based in South London.
About the role
Title: Damp Surveyor
Rate: £45 per hour (Inside IR35) - £315 per day equivalent. 7 hours per day
Client: Local Authority
Contract: Rolling Interim - 6 months
Location: South London
Key Duties:
* Carry out full property surveys specifically concerning condensation & damp diagnosis and remedial action.
* Have reasonable scientific knowledge of the different types of mould and its likely cause & effect on residents.
* Specific knowledge of building structures and how they contribute to the cause, be able to correctly diagnose & specify remedial requirements.
* Understand and be able to use equipment to aid with diagnostics and undertaking seasonal monitoring.
* Must have an empathetic approach to our tenants and property conditions.
* Able to produce drawings & floor plans, diagnose general building faults, obtain or create specifications for improvement works required with an understanding of how this may affect other components of the property/building, and obtain competitive prices.
* Order works by use of appropriate systems and Tender/contract procedures.
* Supervise works to completion, in line with Council Health & Safety Standards and other statutory requirements
* Ability to work with minimum supervision
* Ability to prioritise workloads, analyse and resolve problems
* Ability to work alone to meet strict deadlines
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* Cross-service/Partnership working liaison skills and experience
* Respond to complaints, compliments, and requests for information and consider service review and development in light of these
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Voids Manager
MMP Consultancy are currently seeking candidates for a Voids Manager role to work within a Public Sector organisation in South London. £400 per day Inside IR35.
Key Duties:
* Undertake all duties required in processing all long-term voids, policy voids and fire damaged properties.
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To be accountable for the following:
- Line Management of 6 Officers
- Specifying works to be undertaken in properties assigned
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- Finance & budgeting
- Cost control
- Quality of Work
Role Details
Title: Voids Manager
Rate: £400 per day (Inside IR35)
Location: South London
Expenses: Business related parking and mileage is paid.
Contract: Interim
If you are interested, please send over an up-to-date CV. Further information will be provided once applied. Feel free to pass onto colleagues who may be interested.
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