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Programme Delivery Lead
Job Posted: 4 days ago
Salary: £ 42,000 - 42,000 / Annum
Job Type: Permanent
Location: Hertford, Hertfordshire
Expire in: 24 days
Job Description
MMP Consultancy are looking to recruit a Customer Service Manager, based in Hertford on a Permanent basis.
You will be responsible for leading the Administration team to ensure the successful delivery of reactive maintenance and PPM programs, predominantly in the social housing sector. You will also serve as the primary point of contact for clients regarding contractual issues and queries.
Main Responsibilities:
Ensure client programs and schedules are adhered to and delivered through effective management of the Administration team.
Attend weekly client meetings (and additional meetings as required) with the Maintenance Manager.
Act as the main point of contact for client queries and relay internal queries to the client as necessary (e.g., incorrect contact details).
Directly manage the Administration Teams, following the People Manager guide to build a high-performance, accountable, and values-driven culture, and support team growth and development.
Coordinate internally to ensure client queries are addressed by the appropriate person, owning the issue until resolved.
Manage the complaints procedure end-to-end.
Monitor policy adherence related to no access, resident contact, and appointment booking.
Provide insights into the monthly Board report for the Maintenance department.
Monitor compliance data and maintain up-to-date Power BI dashboards for accurate reporting.
Assist with recruitment, interviews, and staff development.
Support business change initiatives to improve company operations.
Adhere to company policies and procedures.
Undertake training for continued professional development.
Participate in staff investigations and disciplinary processes as necessary.
Complete additional duties assigned by the Head of Department or directors.
Experience Required:
Experience delivering structured work programs and KPIs with strong results orientation.
Customer-focused with exceptional client relationship management skills.
Passionate about people management and leadership, with experience managing large teams.
Comfortable using technology and digital tools.
Analytically minded, proficient in data analysis and reporting using tools such as Excel, Power BI, or similar platforms.
Strong internal and external stakeholder management skills.
Skilled communicator, both verbal and written.
Methodical and organised, with strong attention to detail.
Highly collaborative in approachBefore You Apply
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