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Eva Quinn Direct Delivery Consultant - Social Housing & Operational Support
Job Description
MMP Consultancy is currently recruiting an enthusiastic Customer Service Advisor to join a Housing Association based in North West London.
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:
* Respond to inquiries, requests, and complaints in a timely and empathetic manner, aiming to resolve issues effectively and efficiently.
* Assist residents with housing-related matters, including rent payments, tenancy agreements, repairs, and maintenance requests.
* Deliver consistently high-quality customer service across all contact channels in accordance with the customer service standards.
* Take ownership of challenging messages and difficult conversations with customers, including helping to resolve complaints.
* Ensure customers experience a continuously improving service by listening to them and feeding back customer views.
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.
SIMILAR JOBS
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Data Analyst
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
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Administrator
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.
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Administrator
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)
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