Experience

Wolverhampton Homes

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

• Customer Experience Manager

  • May 2022 - Present

• Housing Manager

  • Apr 2018 - May 2022

  I led a specialised Tenancy Management Service covering two thirds of the City, as well as overseeing the Community Development Team who coordinate tenant engagement and volunteering activities, with an overall budget of £1.1 million.My key responsibilities included the development of services aimed at promoting quality customer service and relationships, supporting tenants to sustain their tenancy, the management of breaches of the tenancy conditions and ensuring estates are clean and well maintained. Key achievements include;• Developed policy and process for identifying and assessing customers in need of support to sustain their tenancy, as well as the management of tenancy fraud, delivering awareness training to service managers, presentations to tenant forums, as well as informing related system development.• Developed and promoted a company-wide “See It - Report It” campaign to ensure customers in need of support or neglected homes are identified.• Developed our “Estate Custodian” way of working, focused on the promotion of a single point of contact for customers through their Tenancy Officer, supporting the delivery of excellent customer and stakeholder relationships Show less

• Housing Manager

  • Oct 2008 - Apr 2018

  I led a generic housing management team covering a third of the City, with key responsibility for the delivery and development of services focused on current tenancy rent arrears collection, the management of tenancy breaches and anti-social behaviour, as well as estate management functions including estate inspections. Key achievements included;• Developed new processes for the management of tenancy breaches and estate inspections.• Supported our Proud to Be Me LGBTQ staff network group as a visible role model and jointly led on the development of all staff equalities training.• Led on developing a new recruitment process to successfully recruit new officers from non-housing backgrounds.• Contributed to the success the organisation achieved during the 2010 Audit Commission inspection.• Supported development of and delivered customer service training based on MGI, as well as leading on the development of group coaching focused on areas of the business requiring an improved customer experience. Show less

• Performance and Support Services Manager

  • Apr 2005 - Oct 2008

  My role was to support my division in establishing a new performance management framework, setting, monitoring and reporting on key performance indicators. I also led and developed the customer service teams based within our local housing offices and monitored divisional finances.