Experience

Maryhill Housing

• United Kingdom
• Civic and Social Organizations
• 1 - 100 Employee

• Head of Property

  • Feb 2023 - Present

  Heading the delivery of an outstanding property maintenance, asset management and front-facing customer service department which includes reactive repairs, cyclical maintenance, planned maintenance and improvement programmes ensuring that customer experience is at the heart of these services. Being an effective member of the Senior Management Team, working collaboratively with colleagues on all matters of corporate strategy. Ensuring Maryhill is an exceptionally customer-focused, ambitious, dynamic, and sustainable organisation. Show less



The Halliday Foundation

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

• Vice Chair

  • Sep 2018 - Present

  Board Trustee in the role of Vice Chair at The Halliday Foundation. A thriving Scottish based charity: The aim, to alleviate homelessness and poverty in Glasgow & the West of Scotland. Supporting our most vulernable in society. www.thehallidayfoundation.org.uk Board Trustee in the role of Vice Chair at The Halliday Foundation. A thriving Scottish based charity: The aim, to alleviate homelessness and poverty in Glasgow & the West of Scotland. Supporting our most vulernable in society. www.thehallidayfoundation.org.uk



Cairn Housing Association

• Non-profit Organizations
• 1 - 100 Employee

• Customer Experience Manager

  • Mar 2022 - Feb 2023

  Driving Cairn Housing Association's exciting programme of transformation, which will move and shift our services from a reactive to a pre-emptive way of working and improve our customer journeys and experiences. Driving Cairn Housing Association's exciting programme of transformation, which will move and shift our services from a reactive to a pre-emptive way of working and improve our customer journeys and experiences.



Maryhill Housing

• United Kingdom
• Civic and Social Organizations
• 1 - 100 Employee

• Customer Services Manager

  • May 2019 - Mar 2022

  Leading the contractual management of the associations reactive repairs service, covering over 3,000 homes & 700+ factored owners. Management of our customer services teams to provide high quality housing and customer services.

• Void Repairs Planner

  • Jun 2017 - Apr 2019

  Managing the voids contract on behalf of the Association, ensuring it's effectively cliented.Coordinating property/housing teams alongside key contractors to quickly re-let void properties to minimise rent loss and deliver value-for-money (VFM) across the association.

• Interim Customer Contact Team Leader

  • Jun 2017 - Apr 2019

  Management of our Customer Contact Team to deliver high quality customer service through a variety of different channels, e.g telephone, face-to-face, online and written correspondence. Leading the team in providing support to a variety of departments across the association.

• Supervisory Customer Contact Advisor

  • Apr 2015 - Jul 2017

  To support the modern apprentice staff, equipping them with the skills and behaviours to develop into the role of 'Customer Advisor' at Maryhill Housing. Providing an excellent ‘one-stop shop’ service to customers that contact us by telephone with the aim to resolve at first point of contact. To raise orders for repairs and empty property refurbishment works. To survey customers to assess their satisfaction with the services they have received. To provide administrative support to the front line operational teams. Show less



Three UK

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Customer Relations Specialist (Head Office)

  • May 2014 - Apr 2015

  Specialising in complaint resolution, preventing cases escalating to the Communications Ombudsman. Specialising in complaint resolution, preventing cases escalating to the Communications Ombudsman.



O2 (Telefónica UK)

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Customer Service Advisor

  • 2008 - 2013