Experience

Sulets

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Head of Operations

  • Jan 2017 - Present



Doorstep of Hull

• Non-profit Organizations
• 1 - 100 Employee

• Vice Chair

  • Nov 2011 - Present



The University of Hull

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

• Property Management Officer

  • Apr 2008 - Jan 2017

  Directing a team of highly skilled direct reports in all aspects of property management. Managing multiple KPI’s to deliver performance against SLA’s in line with the Housing Health and Safety Ratings System. Managing the recruitment and induction of direct reports as well as on-going training and development. Responsible for repairs management, advising on refurbishment to University owned and leased stock; engaging with private owners to increase University Leased Accommodation and monitoring for University leased stock in terms of suitability and student satisfaction. Rent setting and budget responsibility/control of £3,000,000 for landlord payments to University leased stock. Key successes: • Delivered step change from reactive to proactive customer engagement. • Researched, implemented and carried out training and monitoring on procedures and systems to increase productivity and customer satisfaction for University Leased Accommodation and University guest house bookings, in terms of monitoring income and expenditure and the timely completion of repairs• Increased University Leased portfolio by 60% to date and continue to maintain occupancy rates of 98%.• Plan and monitor post and pre-tenancy inspections, cleaning, responsive and planned maintenance for 1500 plus properties annually with a turnaround time of eleven weeks.



Accommodation for Students/ Unipol

• Consultant

  • 2011 - Dec 2014

  Carrying out property verification inspections as and when required for compliance within the Unipol/AfS Code requirements which are a combination of:standards established by law  good practice guidelines  procedures to reduce misunderstandings between landlords and tenants



Hull Churches Housing Association Ltd

• Operations Support Manager

  • Oct 2005 - Mar 2008

  I was promoted to this post from my role of Housing Liaison Officer and managed an Operations Support Team of six staff including supervision of staff, identification of training needs and holding regular 1:1s to provide guidance and support for the delivery of excellent customer service to tenants and applicants. Managing personnel tasks in relation to maintaining records for CBS (now Disclosure and Barring Service), probationary periods, staff sickness and holidays. Responsible for the monitoring of the Planned Maintenance schedule and for Disability Adaptations in terms of arranging work and monitoring budget spend. Managing the completion of statutory returns across all departments. Responsible for consultation in relation to refurbishment and other major repairs projects.Key successes: • The safe evacuation of 300 plus properties in the 2007 floods, including emergency accommodation for all residents (mostly elderly) and the subsequent monitoring and consultation until their properties were habitable.• Optimised performance by initiating new procedures for repairs satisfaction and for ingoing and outgoing tenants to maintain a strong customer centred focus• Maintaining the Association’s place in the top quartile for repairs and customer satisfaction in housing performance indicators.

• Housing Liaison Officer

  • Oct 1998 - Sep 2005

  I was promoted to this post internally from my role of Customer Services Assistant and carried out tasks associated with general office management, co-ordinating resident participation, consultation and information services, creating office procedures to enable effective working practices and excellent customer service; PA support to the Director, Housing Manager and Property Services Manager; project management and resident liaison in relation to refurbishment; performance monitoring, recruitment and induction; purchasing in relation to all office equipment and services, including cost effective changes to utilities suppliers; management committee tasks including co-ordinating servicing of board meetings, producing and collating reports, applications for membership and maintaining membership lists, attending board meetings as minute taker; production of the annual report, bulletins and advising on the preparation of advertising material and information. I was also responsible for the development of the resident satisfaction survey on a three yearly cycle and the organisation of effective databases to facilitate analysis of results; Responsible for the production and maintenance of corporate imaging. Key successes: • The successful implementation of a new housing application form and procedure to record applications and allocate properties.• Maintaining levels of customer satisfaction and increasing resident involvement.• Increasing staff knowledge of bespoke housing management software through consultation and training.