MMP Consultancy are looking to recruit a Complaint Resolutions Officer on a temporary basis working for a Local Authority based in Hammersmith.
To play a pivotal role in delivering an effective, complaints, enquiries and compliments management service which ensures service standards are me.
This will be a temporary position paying £26.89 per hour Umbrella
Duties:
* Deliver an effective, complaints, enquiries and compliments management service which ensures service standards are met.
* Providing information to the corporate complaints service relating to Freedom of Information enquiries, Ombudsman cases and Subject Access Requests in accordance with the Council's policy and procedures.
* Proactively assist staff across The Economy and other departments to resolve issues efficiently to ensure performance targets are met and prevent complaints from being escalated.
* Contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.
* Monitor and track multi complex complaints, enquiries and specialist investigations, and follow up works through to completion, liaising with contractors, and other internal departments.
* Work collaboratively with internal and external parties including elected members, managers and contractors, and providing regular feedback to residents to ensure consistent practices operate across the directorate.
* Co-ordinate and facilitate consultation with customers in relation to involving them in reviewing and improving services.
* Deal with and resolve complaints and enquiries to prevent them escalating to the next stage.
* Support the corporate complaints team in collating information. Carry out specialist investigations into complex and multi-service complaints and co-ordinate responses.
* Monitor follow up works to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from complaints is embedded within the process.
* Build effective relationships with customers and keep them informed on progress of their complaint/enquiry to assist in the resolution of formal or informal complaints and to ensure customer confidence in the complaints process is maintained.
* Feed into lessons learnt and action we have taken to prevent further service failures and complaints
* Award levels of compensation to be paid to customers in line with the relevant compensation policies.
* Process these once approved and monitor the amount paid and reasons why across the Directorate.
* Work with the line manager to help identify training, procedural and policy issues and ensure all new service managers know what is required from them in relation to dealing with complaints, Members and Ombudsman enquiries.
Skills & Abilities:
* Experience of working with residents to resolve complaints.
* Experience of dealing with a diverse community client base and developing successful strategies for dispute resolution.
* Ability to organise own workload successfully using time management skills.
* Ability to manage, organise and co-ordinate a large caseload, and manage conflicting priorities.
* Experience in setting up and maintaining accurate records on both hard copy and computer, including database/spreadsheet management.
* Excellent verbal and written communication skills.
* Able to present information clearly, systematically and accurately.
* Ability to persuade and negotiate with all stakeholder to achieve desired outcomes.
* Commitment to continuing personal development
Title: Complaint Resolutions Officer
Location: Hammersmith
Salary: £26.89 Umbrella
MMP Consultancy are working with a fantastic organisation to recruit a Resident Involvement based in Kent.
Key Responsibilities:
* Support, and lead when required, on the planning, delivery and evaluation of resident involvement groups, projects, and initiatives to ensure the design and delivery of services is co-created or meaningfully influenced by residents.
* Support the development and facilitation of innovative approaches to resident involvement and co-creation, including proactively identifying improvement opportunities.
* Support the resident involvement manager to raise the profile of resident involvement across the business and build positive relationships with teams, supporting them to design, facilitate and evaluate informal and formal consultations with residents.
* Support the resident involvement manager in the delivery of an effective scrutiny function.
* Explore new ways to engage with residents to ensure involvement is diverse and inclusive.
* Keep accurate records of involvement activities.
* Provide reports of activities and support the resident involvement manager.
* Support the resident involvement manager and head of service to monitor and update budget records, to ensure they remain accurate and up to date.
* Support the resident involvement manager with the creation and review of policies, procedures and other documents related to resident involvement.
We are currently seeking a Building Safety Officer to join a Building Safety Team for a local authority in South London.
This role offers an exciting opportunity to provide administrative support on a range of complex and challenging building safety projects, ensuring the safety of residents and building users in the local area.
Responsibilities:
* Provide administrative support to the Building Safety team, including maintaining accurate records, drafting reports and correspondence, and managing meeting schedules.
* Assist with the coordination of building safety projects, ensuring they are delivered on time, to budget and to a high standard.
* Liaise with internal and external stakeholders including residents, contractors, consultants and other local authority departments.
* Carry out building safety inspections and support the management of risks and recommendations for remedial action.
* Ensure compliance with building safety regulations and other relevant legislation.
* Keep up to date with changes in legislation and best practice within the building safety industry.
* Support the delivery of building safety training and awareness sessions for residents and building users.
Requirements:
* A minimum of 2 years' experience in an administrative or coordination role, preferably within the construction, compliance, fire safety or building safety industry.
* Knowledge of building safety legislation and regulations.
* Excellent communication and interpersonal skills.
* Strong attention to detail and the ability to work to deadlines.
* Ability to work independently and as part of a team.
* Proficient in the use of Microsoft Office software.
* If you are passionate about building safety and want to make a positive impact on the local community, then we want to hear from you.
MMP Consultancy are looking to recruit a Leasehold Officer on a temporary contract based in East London.
The lease will be responsible for delivering a well-rounded management service to the organisations current homeowners and leaseholders.
Responsibilities:
* Work with colleagues and external consultants to ensure consultation required for the procurement of contracts is undertaken correctly and in a timely manner.
* Prepare applications to the First Tier Property Tribunal for dispensation from consultation where necessary.
* Prepare cases for Court, Mediation and Tribunals, attending and giving evidence where necessary.
* Maintain and update records of consultations used for reporting purposes.
* People
* Liaison with staff, customers and other agencies as appropriate and in accordance with the agreed Customer Charter Standards.
* Information
* To provide reports and statistical information as required.
* To input data and update the computer systems as required.
* Administration
* To deal with general correspondence, produce First Tier Property Tribunal reports, court papers and other relevant documentation as required.
* Attend Tribunal and Court hearings as required.
Skills Required
* To carry out any other tasks as may be reasonably assigned by the Home Ownership Manager.
* Acting at all times in accordance with the Associations published policies and procedures.
* Ensure that the requirements of the Data Protection Act are complied with in carrying out the duties of this post.
* Promote the Association in a positive manner.
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