Experience

Royal Borough of Greenwich

• United Kingdom
• Government Administration
• 700 & Above Employee

• Members Services Manager

  • Apr 2018 - Present

• Placement Coordinator

  • Jan 2017 - Present

  • Recruiting to a work programme• Managing performance• Managing attendance• Providing support and guidance in seeking onward employment• Complaints handling • Devising training programmes• Delivering training programmes



Circle Housing

• United Kingdom
• Real Estate
• 300 - 400 Employee

• Complaints Resolution

  • Oct 2014 - Present

  I am currently working for Circle Housing, one of the largest housing associations in the UK, dealing with complaint resolution. This involves dealing with complaints by engaging with customers to understand the reason for their complaints and resolving them. In addition to this, I am involved in trend analysis, looking at complaints made throughtout the organisation to recognise and understand where we may have areas of organisational failure. I the use this data to work with managers across and at all levels of the organisation to assist them in developing and adapting new policy and procedures. In addition to this I am involved in ensuring that officers from around the organisation are aware of our policies and procedures and that they are compliant in ensuring that they are followed so that there is a consistent approach to the way that we engage with our customers. Show less



Hackney Homes

• Hackney, London

• Complaints Manager

  • Jan 2006 - May 2014

  I am employed as the Complaints Manager for an Arms Length Management Organisation responsible for managing the housing stock for a Large Local Authority. I manage a team dealing with the second stage of complaints related to all areas of the organisation including planned maintenance, repairs, defects to major works and other housing matters, for this reason I am required to maintain a working knowledge of housing legislation and the organisations local policies and procedures. I am responsible for investigating complaints and providing a high level of customer service to resolve problems amicably and within target time. I have also developed strategies for improving performance in complaints handling across the organisation, developed learning from complaints, developed and delivered training programmes on complaints and information management, and give guidance and assistance to managers and officers around the organisation on how to respond to complaints. Additionally I deal with information management for the organisation and am responsible for managing freedom of information and data protection requests for information requiring me to maintain an extensive knowledge around the legislation. I provide reports outlining performance for complaints and other correspondence handling, and provide written reports and letters to Councillors, senior management, staff, residents and tenants. I also performance manage, and conduct sickness monitoring for the staff that I manage, and am involved with business planning for my service area and the writing of and updating of procedures. Since taking over the management of this team, responses to complaints sent on time has increased significantly as has customer satisfaction. I make extensive use of IT and have excellent time management skills. Show less



London Borough of Islington

• United Kingdom
• Government Administration
• 400 - 500 Employee

• Homeless Prevention and Housing Advice Manager

  • Mar 2004 - Dec 2005

  I managed a large team of officers dealing with prevention of homelessness and housing advice. This role required an empathetic approach when dealing with vulnerable clients. I was required to maintain an up to date knowledge of the homelessness legislation and initiatives available to assist affected individuals or families. I managed a large team of officers involved in front line roles. I responded to customer complaints about the service and enquiries to elected political representatives and compiled and submitted statutory government returns regarding the service performance. I developed and delivered training related to homelessness and worked with internal and external organisations to help to prevent homelessness. I was responsible for facilities management, petty cash and procurement of equipment. I dealt with performance management and sickness monitoring for the staff that I managed. I was also involved with business planning for the service. Show less

• Senior Practioner

  • Mar 2003 - Mar 2004

  I supervised a team of Homelessness officers and also managed my own workload of cases. This was a frontline role where I was able to use my excellent customer service skills both in person and through other media such as writing and by telephone.