Experience

Wolverhampton Homes

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Head Of Customer Experience

  • Mar 2021 - Present

  Responsible for all things contact centre, marketing, communications, community development, customer resolution, performance and data Responsible for all things contact centre, marketing, communications, community development, customer resolution, performance and data



Phoenix Community Housing

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Independent Board Member

  • Feb 2021 - Present



Chartered Institute of Housing

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Head of Membership

  • Feb 2019 - Mar 2021

  Leading on a membership base of over 17,000 housing professionals worldwide. Heading up a team of 18 in a range of customer service, administrative and field based engagement roles. My role is all about growing membership and increasing member value. Currently overseeing a number of transformation projects around customer service, digitalisation, communications and member involvement as part of a three year membership strategy.We have also worked hard to develop new member benefits and offers for particular groups of professionals within the sector. This includes board members and aspiring housing professionals. 2019-20 saw membership numbers increase for the first time in a number of years.

• Interim head of membership

  • Nov 2018 - Feb 2019

• Regional Manager

  • Oct 2017 - Feb 2019

  As regional manager I was responsible for driving membership growth and increasing member value across London, the South East and Eastern regions. This involved meeting with organisations from across the UK housing sector including housing associations, local authorities and other commercial partners.



Women In Social Housing (WISH) Midlands

• United Kingdom
• Non-profit Organizations
• 1 - 100 Employee

• Chair

  • Jul 2017 - Jul 2020

  I chaired the Midlands region of the Women in Social Housing network. Along with two other colleagues we were able to restart the Midlands after it had previously been disbanded. We recruited a completely new board of 12 other women from across the sector. We delivered multiple events every year which focused on supporting female housing professionals and also created amazing networking opportunities. As chair I would lead on meetings and also represent the Midlands region at central meetings that focused on the overall strategy for WISH, to help them grow in membership numbers and build a sector-wide profile.



Service Matters UK

• Coventry, United Kingdom

• Business Development Manager

  • Aug 2016 - Oct 2017

  Managed business development for the consultancy arm of Orbit Group - Service Matters. I was responsible for managing relationships with clients, as well as developing new ones with other housing associations, local authorities and charities. The main areas of focus were internal audit, procurement, risk management, insurance and lean business improvement/ transformation. Having a deep understanding of these areas and how they played out across the whole sector was essential to ensure we provided the best services possible and could keep adding value to our clients.



BMS Performance - Marketing Division

• Recruitment Consultant

  • Jun 2015 - Aug 2016

  I specialised in marketing recruitment for IT, Finance and professional services. I would recruit for all levels of roles within marketing teams. This would include managing the client relationship to source roles and then interviewing suitable candidates before putting them forwards to interview and placing them within the role.

• Applicant Resourcer

  • Apr 2015 - Jun 2015

  Working as the first point of contact with applicants for marketing positions.



BMS Graduate Recruitment LLP

• Coventry, United Kingdom

• Graduate Resourcer

  • Aug 2014 - Apr 2015

  Working as the first point of contact with all graduate or entry level applicants for business to business sales and recruitment positions. Working as the first point of contact with all graduate or entry level applicants for business to business sales and recruitment positions.



Folly Lane Football Club

• Coventry, United Kingdom

• Marketing, PR, Community Engagement

  • Jul 2012 - Jul 2014

  • Two years voluntary work experience in a long running private members club in Coventry. • Researched, designed and produced targeted handout • Organised a number of community events within the club to attract club participation from the local community, whilst also fundraising for club and charitable causes. • Ran several PR campaigns including leaflet design and distribution, social media campaigns and mailing lists. Developed excellent communication skills with the public and business contacts of the club. By analysing previous business trends I was able to identify target audiences for membership subscriptions and specific events to cater for these audiences and the wider local community. Increased membership numbers have seen the club survive the tough economic climate and continue to thrive as a community club, providing a number of facilities and functions to local clubs and organisations. The club is now a well-known venue within the local vicinity, widely used for a variety of purposes and causes. The social media platform has also seen a greater level of engagement with existing members – something that has been greatly appreciated. Became a trusted member of staff, managing the premises in the absence of the regular manager. This meant being efficient in stock management, securing takings and premises and dealing with any immediate complains and queries from the general public.



Coventry Sports Foundation

• Sports Coach

  • 2008 - 2010

  Taught P.E. and after school clubs in a number of primary schools in the Coventry area. Also worked with private sessions led at Coventry Sports Foundation. Built solid relationships with all customers, ensuring repeat sign ups to clubs and maximum participation in P.E sessions. Taught P.E. and after school clubs in a number of primary schools in the Coventry area. Also worked with private sessions led at Coventry Sports Foundation. Built solid relationships with all customers, ensuring repeat sign ups to clubs and maximum participation in P.E sessions.