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£25,866 yearly
Midland Heart Birmingham, UK
Mar 21, 2019
Full time
We take pride in ensuring that our 33,000 customers receive the highest level of customer service and we now have a superb opportunity for driven individuals to join us as Customer Experience Officers – key roles which contribute to our achieving a consistently strong customer satisfaction rating - on both a fixed-term and permanent basis. As an inquisitive individual, you’ll be responsible for investigating any complaint that goes beyond the informal stage of our complaints process, liaising directly with internal business stakeholders to identify root cause and ensure that the complaint is resolved in a timely and efficient manner. Communication is key to providing a great customer experience so – to provide customers with peace of mind that their complaint is being dealt with in a professional manner – you’ll be responsible for writing thorough, comprehensive letters of high quality to customers, which will outline the actions taken in response to their complaint. It is vital that we learn from the feedback provided by customers and internal stakeholders. You’ll therefore support the continuous improvement of services through the analysis and identification of root causes of complaints - being part of what makes us brilliant. Our ideal candidate? We’re seeking a highly educated individual with strong investigation and presentation skills and the ability to improve processes and procedures. Winning the confidence of customers and stakeholders is essential to this role, so you'll need both exemplary verbal skills and proven ability to produce letters and reports to a high standard. Given the nature of the work, our Customer Experience Team face scrutiny from both internal and external stakeholders – the successful candidate will therefore show an aptitude for challenging/defending opinions, as well as learning from constructive feedback when possible.     Who are Midland Heart? We’re a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we’re here to develop your potential.   Interested? To apply, please register on our candidate portal and submit a comprehensive CV. In addition, in place of a cover letter, please upload your answers to the following questions, which will contribute to the success of your application: Describe a time when you have received adverse / constructive feedback (no more than one paragraph). How did this feedback make you feel, in no more than 3 adjectives? What did you learn / what did you change based on this feedback? (no more than one paragraph). Please be advised that failing to provide answers to the above will result in your application being declined. Closing date for receipt of completed applications is midnight on 4th April 2019.
£28,678 yearly
Midland Heart Leicester, UK
Mar 19, 2019
Full time
Do you have housing experience and the drive to take your career to the next level? If so, we’re seeking Place Officer to support the delivery of a high quality customer service through innovative and proactive approaches to the management of our “places” in the both the Coventry and Leicester regions. This is a fantastic opportunity to contribute to our new model of service delivery within housing management and ensure our homes are places where people want to live both now and in the future. We have a range of contracts available as follows: Full-time (35 hours per week) positions in Coventry and Leicester 1 x Part-time (17.5 hours per week) position in Leicester working half day Wednesdays, full days Thursday and Fridays. Key responsibilities include but aren’t limited to, identifying and / or responding to risks of tenancy failure for new and existing tenancies, providing a professional tenancy service responding to customer service requests that could not be resolved at first point of contact; as well as providing professional & timely interventions to resolve tenancy breaches before they pose a risk of harm to others, cause damage to our assets or result in tenancy failure. Our ideal candidate? We’re seeking an individual with previous housing experience who enjoys the challenge of working in a busy and fast paced environment. A flexible and people focussed approach is essential, as is a passion for delivering high quality services to residents that puts the customer at the heart of service delivery. Who are Midland Heart? We’re a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we’re here to develop your potential. Interested? Please view the attached Role Profile and Behaviour Standards Framework for more information. To apply, please register on our candidate portal and submit a comprehensive CV alongside a cover letter of no more than two pages, clearly explaining how you meet the requirements of this role and which demonstrates your career achievements. Closing date for receipt of completed applications is midnight on 3rd April 2019. Assessments will take place on 11th April 2019. Recruitment Agencies please note that we do not accept speculative CVs and should one be submitted, we will assume the candidate is our own.
£22,500 yearly
LiveWest Weston-super-Mare, UK
Mar 18, 2019
Full time
Asbestos Inspector £22,500 rising to £23,500 upon completion of P402 qualification (£23,063 rising to £24,088 in April 2019) per annum Weston-super-Mare (Field Based) Permanent, Full Time (37.5 hours per week) Do you have experience in asbestos re-inspections or would you like to gain experience in asbestos re-inspections and gain a professional qualification along the way? If so, we want to hear from you. Now is an exciting time to join LiveWest, the largest housing association in the South West.  We are a leading developer of affordable and social housing in the South West. From the shores of Cornwall to the Gloucestershire hills, we have a vision to build real social change in our region, one front door at a time. Our surveying team are looking for 2 Asbestos Inspectors to support the team based in the West of England area.  You will primarily be undertaking asbestos re-inspections in our dwellings, ensuring that our properties are safe and well-maintained. About you: To be an Asbestos Inspector you will: - Be highly organised, methodical and flexible. - Have excellent people and communication skills, with an ability to build a rapport with a wide range of customers - Ideally have domestic dwelling surveying experience - Have a clear understanding of health and safety, and asbestos legislation - Hold a full driving licence - Ideally hold a P402 qualification, although this is not essential. We will also welcome applications from candidates with little or no asbestos experience but who can demonstrate the skills and aptitudes to gain their P402 and become valued members of the team. In return, we provide a generous entitlement to paid holiday increasing with length of service, a choice of pension schemes, a healthcare cash back plan, and great opportunities and support to develop your career. If you are interested in this role and would like some further information, please submit your application now through our online portal. REFERENCE : NTXOU400768 
Housing Insight Ltd National / Work from Home
Mar 14, 2019
Full time
Housing Insight are a leading supplier of software to Social Housing and Local Authorities. Providing core solutions to staff for mobile working and tenants customer self service. A small independent provider with a rapid proven growth we are now looking to extend our sales team. We are looking for a results driven, passionate business development manager to actively seek out and engage with customer prospects. You will source and convert your own business opportunities and account manager your own prospects in order to boost revenue, customer acquisition levels and profitability. In return, you will be provided with a laptop, phone and car allowance along with travel reinbursments on top of a competitive salary. A commission structure will be provided and reviewed annually. The Role is primarily home based but will require some travel and overnight stays. UK only. Responsibilites: Present, promote and sell Housing Insight’s products / services to prospective customers Perform needs analysis of each prospect and align products to meet needs Establish and develop customer relationships Reach out to new prospects via different means Achieve own and team targets and outcomes Keep abreast of market trends Continually improve through feedback Requirements: Proven work experience ideally within Social Housing / IT sector Excellent communciation skills Knowledge of MS Office Familiarity with BDM and CRM practices along with the ability to build productive business relationships Highly motivated and target driven with proven track record in sales Time management and organsiational skills Alibilty to create and deliver presentations to suit audience needs


David Walker, Head of Property at Hyperoptic, takes us through a typical day at work. I wake up in ‘the project,’ which is the pet name for my flat in Notting Hill, currently being subjected to extension and refurbishment. The first priority is a strong black coffee and I am quickly on my regular walking commute to my company headquarters, which are close to Hammersmith station. Hyperoptic is the UK’s largest gigabit broadband provider and delivers the country’s fastest broadband speeds, of up to 1Gbps (1,000 megabits per second), which is at least 20 times faster than the UK average. We work with property owners, developers and professionals, designing and installing our dedicated fibre infrastructure to new buildings and existing developments. We work with 150+ developers and are a trusted partner of many housing providers, including A2Dominion, Hyde Group, Catalyst, Genesis Housing and Notting Hill Housing Trust. We’re also working with 50 councils across the UK to supply connectivity to their social housing stock. During my 25-minute walk, I always keep an eye out for new hoardings and cranes along the way. It’s always good to get in early so spotting a new development can become a good opportunity for my sales colleagues. I am in the office by 9am and I head straight to the coffee counter at the local WeWork office, which is next to my company headquarters. The sales and marketing team have recently relocated here as we’ve outgrown the office space next door. Once I have had my second caffeine fix, I plug in my laptop at one of the hot-desks and quickly scan my emails, being sure to highlight any urgent enquiries or client/team support that needs addressing. My first meeting is with our new chief technology and information officer, Pascal Koster. He is part of a new executive team, which our CEO appointed to ensure that we are all well supported as the company grows. The meeting went well – Pascal was particularly impressed with the smart home projects we’re working on and the future-proofing that we can enable for clients in the 5G arena for new builds and regeneration areas. I then head out for a light lunch with a key developer client of mine. We’ve been working together for over three years and have built an excellent relationship. He offers some insights into both the UK and Spanish markets where he is active. The conversation is on a wide range of topics from Led Zeppelin and schooling through to an Openreach deployment of new ducting infrastructure and the opportunities arising from Brexit. He is genuinely excited by the dampening of market sentiment and the prospect of securing more sites to feed his business. The penny has finally dropped for developers; they simply can’t build units without day-one connectivity and still maintain customer satisfaction. Developers want to protect their five-star ratings for customer satisfaction, and if a customer has broadband straight away they’re less likely to go around looking at any scuff marks on ceilings or squeaky hinges. We’re the only broadband provider in the country that measures itself on day-one connectivity; we have achieved over 96 per cent success over the last three years. After my meeting with Pascal, I head to a new client meeting in the City. It looks good – there are three new projects which, although relatively small, can offer Hyperoptic an opportunity to work with a new AV consultant and a world-class architect, in particular because we thrive on expanding our knowledge of the day-two systems (i.e. what gets connected onto our infrastructure). The ‘proptech’ market has changed hugely since we started in 2011 – most people now understand the language of ‘smart buildings’ and ‘smart homes’. The pace of technology continues unabated and at the heart is our new infrastructure, which will serve it in its many future guises. I am seeing developers, owners and managers to find some new and cutting-edge integrated systems and apps that have the power to revolutionise lives, such as remote monitoring for dementia patients. I head back to the office for the regular weekly sales and marketing meeting. There is exciting news for the planning of the next financial year with more team members, more marketing and the hybrid vigour that three new board members are already bringing to the Hyperoptic brand. 2018 was a very busy year and we grew massively. We now power over half a million homes and businesses across the UK with our full-fibre service, and we are on track to pass two million homes by 2021. Over 160,000 social housing properties have access, or are about to be connected, to our full-fibre network. David Walker is Head of Property at Hyperoptic. If you'd like to share your housing sector experience, all you need to do is get in touch at 
Phil Moss, Chief Technology Officer, takes us through a typical day at Procurement for Housing. I’m more of an early morning person, so my day starts around 6am when I make a quick coffee and leave my home in Lancashire. Depending on my schedule, I’ll either turn left and drive to our office in Manchester where our software development team is based – they are the ‘techies’ working on the software behind our procurement frameworks. But if I’m meeting the people who use our technology – PfH’s sales team and account managers – then I turn right and head to our main office in Warrington. Where ever I am, everything stops at 10.30am. The technology team (that’s six of us) takes part in a daily ‘scrum’ call where everyone across all of our sites answers three questions: we want to know what they did yesterday; what their plans are for today; and what blockers they’re facing. Today’s scrum focused on automating categorisation and how we can ensure that lowest-level transactional data is routinely classified to detect if a member is spending too much on a certain product. As the largest spend aggregator in the UK social housing sector, PfH collects a lot of this transactional data. We manage over a million invoices a year – that’s £250 million of spending. Our aim is to use this unique position to provide housing-specific insights to landlords. Technology, in particular machine learning, is a key part of achieving this. Machine learning is a type of artificial intelligence. AI uses computer programmes to think and learn like humans and machine learning is one of those programmes. It’s all about identifying patterns in historical data – algorithms learn those patterns and then forecast future trends. Historically, the housing sector hasn’t been great at managing data or categorising products – and this has led to a delay in the adoption of AI and smart analytics. There is very little granular detail in the sector, so it’s been hard to introduce machine learning for predictive analysis, or to compare spending data with public data sets to see if a housing provider is paying too much for, for example, kitchen refurbishments. The scrum meeting today focused on tackling this problem. Since I began at PfH around a year ago, I’ve used technology to put data at the heart of everything we do. Every single line of pricing, transactional and CRM information goes into our data warehouse where it is used for analysis and reporting. On a monthly basis, this data warehouse examines 300,000 lines of spending data from more than 900 housing providers. For the last six months, our team has been refining the quality of this data and developing technologies, bespoke to the social housing sector, which we can use to categorise information and provide members with intuition around their procurement spending. This data analysis was taken to a new level when PfH bought Valueworks. The system was specially designed for the social housing sector and it provides a collaborative, real-time view across all spending data so that housing providers can more effectively track prices, control costs and improve quality. The software enables us to group our members’ transactional data into specific programmes of work and then identify whether they are spending too much on certain products compared with their peers, whether they are purchasing several types of one product unnecessarily or whether there are better value alternatives available. After today’s scrum meeting, I meet with PfH’s six-strong account management team who liaise directly with our members on a day-to-day basis. One of the digital initiatives we’ve introduced recently is VFM reporting. This analytics service gives members insight into their spending over a particular period, highlighting saving opportunities. Reports are created using data dissected by our Microsoft PowerBI software and account managers present the reports to members. I’m meeting the team to take them through the latest capabilities of the system. Today, we talk about how the reports can tackle ‘product drift’, when an organisation spends less on the core products that PfH has negotiated reduced rates for, leading to larger bills. I also explained that VfM reports can pinpoint patterns such as a member that is spending more on a particular product compared with its expenditure last year. After lunch at my desk, I rush across the M62 to a meeting at Liverpool University’s School of Electrical Engineering, Electronics and Computer Science. PfH runs a knowledge transfer partnership (KTP) with the university to explore how machine learning can help housing providers’ procurement activities and I’m meeting our KTP associate, Dr David Hamilton. KTPs help businesses like PfH to innovate by linking them with research organisations like Liverpool University. They enable companies to bring in the latest skills (David has a PhD in distributed algorithms and machine learning is his specialist area) to deliver a specific, strategic innovation project. For us, that innovation project is showing housing providers the potential of their data and helping them to manage and use it in the right way. Our KTP is coming to an end and today I’m speaking to David about the next steps, particularly around using predictive analysis to learn from asset management invoice data and how we can link this data to price indices to show housing providers the best time to buy certain products. Back in Warrington, I meet Steve Malone, PfH’s managing director. We are discussing the latest smart procurement technologies to use with our members. Data from technologies such as IoT thermostats, window sensors or smart boiler parts is already recognising ‘failure in advance’ and this could help housing providers switch from reactive repairs to planned maintenance. Machine learning could be used to recommend comparison products, such as a boiler that is cheaper, has a longer warranty and a smaller carbon footprint. Housing providers could also use ‘emotional AI’ to analyse social media mentions about suppliers and combine this with data on contract performance, legal disputes or redundancies to build risk profiles. My day finishes around 5.30pm when I head home. If there is enough daylight remaining, I might jump on the bike and enjoy the Lancashire countryside before an early night. In reality, I probably spend much of the evening negotiating with my two children to convince them it’s bedtime! Phil Moss is the chief technology officer for Procurement for Housing. If you'd like to share your housing sector experience, all you need to do is get in touch at
George Schaar, Head of Research & Development at Stratis Security, talks to us about his 20 year career in security. I’ve worked in security for more than 20 years, protecting the homes of celebrities and the rich as well as developing technology to secure homes and housing estates from Ipswich to Ireland. For the past three years, I’ve been working with our specialist team from our technology innovation base in Suffolk. There really is a melting pot of the latest smart homes and internet of things solutions here, with other companies such as Facebook, Cisco and Nokia also on the same site. My current focus is progressing the development of a secure app which allows clients to monitor camera surveillance in their properties remotely. Clients can also get alarms alerting them on their phones if windows or doors have been broken or tampered with. Fingerprint and facial recognition Our solutions include fingerprint identification technology, which is nonintrusive, fast and efficient and can secure large areas over many levels. For example, entrances and exit points to lifts and stairwells, through to individual rooms, cupboards and flats. Stratis has also developed facial recognition for entry systems, with our cameras scanning the iris and matching faces from a prestored database of images. Used in conjunction with video surveillance, we have significantly tightened security and improved accountability at a major residential block in Ipswich, where residents now show their faces at the front entrance to gain entry. I never thought I’d be implementing technology that first inspired me from Blade Runner in the early 80s!   We have also helped combat a range of issues at two blocks of flats in Ipswich, including rats in ground floor bin-stores as a result of fly-tipping, as well as graffiti and non-residents, who would gather outside and in reception areas, gaining access to the blocks and moving freely around the building. In one of the blocks, we installed facial recognition cameras and key fobs, with card access to lifts and stairwells, making it possible to prohibit access as well as track individuals and only allow access to designated areas.   Social housing applications For social housing providers, our technologies have many applications, such as if a tenant has lost or forgotten their key, or for vulnerable residents in extra-care schemes or sheltered accommodation, allowing their relatives, friends or carers to gain access. We were at the CIH conference in Manchester earlier this year and are now talking with a range of housing providers about how to deploy our solutions as part of their business transformation programmes and their wider smart home and internet of things strategies.   Lasers No longer being the exclusive province of science fiction, long-range lasers are an effective and flexible way to monitor and protect your property. Lasers can be set up as an invisible fence around an office, for example, or in areas that are targeted for high-value materials, such as a church roof or to protect copper piping. Any tampering to the laser triggers an alert, which is sent back as a high-quality audio file that can be monitored remotely.   Destruction day My team and I are currently working towards ISO accreditations. With the impact of the Grenfell tragedy, we have also developed fire safety and reinforced doors. At the time of writing, we are arranging a ‘destruction day’ on September 26 at our base in Martlesham Heath in Suffolk where we have challenged the 4,000 staff at Adastral Park (home also of BT’s innovation centre) and invited them to break through our reinforced doors with sledge hammers, angle grinders and cordless drills. So confident are we of the resilience of our reinforced doors, we have also invited Britain’s strongest man, Eddie Hall, along to pit his strength against our doors. George Schaar is the head of research and development at Stratis Security  
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