Experience

The London Management Company

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Property Manager Assistant

  • Oct 2022 - Present



Yarlington Housing Group

• United Kingdom
• Individual and Family Services
• 1 - 100 Employee

• Customer Experience Advisor

  • Sep 2019 - Mar 2022

  As a Customer Experience Advisor for the company my role is very broad and varies from hour to hour. My tasks involve liaising with tenants and colleagues, advising on policies and procedures as well as logging and re scheduling repairs for the household and/or communal areas with sub-contractors, also completing tenancy references whilst taking inbound contact from our customers. Achieving around 900-1000 tasks whether that be taking calls, emails, back office requests, this has led to achieving on personal KPI scores. We achieve the above tasks by not only taking telephone calls but by using our award-winning digital system to engage with tenants and other businesses to deal with enquiries and issues that are relevant to the company, this has enabled for us to be able to help the customers efficiently and effectively. Having worked for the company for a short period of time I have improved confidence in my own personal situations thanks to the training that the business offers which encourages you to be yourself, but to also make your own decisions in sometimes difficult situations. Having experienced issues with housing and welfare like most of the tenants it has been very rewarding helping people who may be going through issues who need help. Using the digital capabilities of the team since March working remotely from home we have been able to go about our normal days as well as taking on extra duties, for example I have taken on a part in “the buddy club initiative” which has given me responsibility in contacting a group of vulnerable customers once a week to check on their wellbeing and how they are doing throughout the lockdown period. Also taking advantage of overtime provided to book in cancelled repairs as part of the Recovery phase (where non essential repairs were cancelled we had to go on a outbound campaign to get this booked back in)