MMP Consultancy

A great new opportunity has arisen for a Voids Supervisor to join a social housing contractor on a temporary ongoing basis based in Finsbury Park covering North West London. You will be required to supervise a team of trade operatives and subcontractors working within the voids team. Based in Finsbury park covering North West London Hours Per Week: Mon to Fri - 42.5 per week 8am until 17:00pm Pay Rate: 27per hour (CIS or Umbrella) The successful candidate will: Mentor and supervise a trades team Develop relationships with colleagues and support them with growth targets Be responsible for achieving contract excellence within the voids team Ensure a high standard of communication is maintained with the client, customers & colleagues Qualifications: SSSTS or IOSH Managing Safely Asbestos Awareness Basic DBS You will be supplied with: Van (Full UK Manual Driving License Required, maximum 6 points) Fuel card

MMP Consultancy are working with a fantastic organisation to recruit a Head of Customer Service to join them, in North London. Salary: 60,000 to 65,0000 Per Annum Key Responsibilities: Currently we measure for 80% of calls to be answered and emails to be responded to within 10 working days. The post holder should drive improvements in this area to reduce call wait times and faster email replies. Ensuring effective staff and performance management so that all staff meet operational performance and behavioural expectations, maintaining high morale and a team who thrive with tailored personal development, and who are proud advocates for our customers. Work-flows, scripts and information banks developed and implemented to remove inefficiencies and enable most enquiries to be dealt with at first point of contact. Service model regularly reviewed and improved on the basis of resident feedback, patterns of demand and using data/trends to drive improvements. Developing a 'house style' of written communication in conjunction with our Communications Team which is warm, empathetic and clear. Developing a process to deliver written operational communications for other departments where customer updates are required, creating consistency and operational success. To manage the customer services team to deliver professional, friendly and helpful multi-channel interactions. To work with colleagues to deliver seamless end to end resident centred services using workflow and telephony systems to drive excellence and consistency. Ensure that resident contacts, system and database records, repairs orders and other processes are managed with high levels of accuracy and that quality assurance is in place to guarantee this. Improved call answering / wait times and reduced email response times Reduced complaints at stage 1 and stage 2. Manage the service resolution team ensuring complaints are responded to within 10 working days and that the response is clear and that all relevant service leads are managing the delivery of an appropriate resolution To ensure that all resources are used effectively to deliver resident satisfaction, quality and value for money. To contribute to the effective running of the Housing directorate To provide leadership to staff, maximising resources available and operating within equal opportunities policy and procedures Requirements: Experience of using a wide range of contact centre technologies and implementing new systems. 3 years' experience in a senior management customer service role and contact centre background. Experience of working with performance data to drive improvements. Experience of managing hybrid teams and Team Leaders in a multi-channel environment. You should be able to demonstrate a knowledge of regulatory and ombudsman requirements. Experience of managing customer complaints and resolution.

We are looking for an enthusiastic professional to play a pivotal role in supporting the delivery of works programmes. Working closely with Contract Managers you will assist in resident consultation and involvement. Responsibilities: Assisting in the management of resident consultation and involvement in planned works programmes, minimising disruption to residents whilst helping to ensure that the programme does not fall behind schedule and costs remain within budget Developing and delivering effective communication with residents, liaising closely with contractor staff to assist in the smooth running of the programmes and the ongoing building management Contribution to community engagement plans and initiatives to counter joblessness and financial exclusion Ideal Candidate: Present previous experience of working within Social Housing or Local Authority Resident Liaison/Community Engagement capacity Experience of supporting planned works programmes Experience of handling challenging and complex situations An effective communicator at all levels, you will be able to work proactively and independently to deliver on tight timescales