Experience

• 

  British gas

  Jul 2006 - Jun 2009

  Customer service agent

  Originally employed through Blue Arrow agency on a temporary assignment, however I was re – employed part time on a permanent contract. Having worked in previous face to face roles I was intrigued to see if non face to face interaction would be challenging. I was right in believing that it was a challenge, however it has helped me grow and understand how to communicate with all types of people in different kind of situations.During my 3 years at British gas I learned to deal with customer enquires • Using sap and Seibel I.T Systems.• Maintain target levels.• Mentor colleagues.• I was involvement in recruitment• Covering management After 6 months with the company I was made responsible for • Handling customer complaints due to my ability to empathise and relate to customers. • Project management - I managed a project called ‘right first time’. This was to improve the call centres overall performance and reduce the number of calls by dealing with the customer at the first point of call. Having achieved 100% right first time target, I was asked by the call centre manager to mentor all staff, managing staff development promoting me to listen to calls, have one to one sessions and deliver feedback. The project resulted in a higher rate of ‘right first time’ and a significant reduction in call waiting time. Show less

• 

  Symphony housing group

  Jul 2009 - Apr 2013

  Customer service advisor

  During my employment with contour housing I learnt the daily procedures of a housing association and my role varied. • Working on reception and greeting clients• Handling tenant queries in person, telephone and email. • liaised with tenants, business partners and many other clients. • Reporting property repairs to our various contractors and making sure the contractors complied with the company’s policy and procedures.• Meeting KPI targets• Using various I.T systems to schedule repairs for customers.• Providing lettings advice• Working out rent arrear calculations. • Providing leaseholders with information on service charges and ground rent. Show less

• 

  L&q

  Apr 2013 - Aug 2019

  Scheme manager of a newly built wellbeing hub that consists of 81 Apartments, 2 G. P. Surgery's, a Pharmacy, Optician, Library, Nursery, Café and Community space. Diverse job role managing tenancies, conducting health assessments, implementing care packages, compliance checks and event coordinating.• Conducting health assessments with potential applicants, understanding their care needs to implement the right care package to ensure needs are met.• Compliance and safety checks, adhering to policies and processes. Fire risk assessments in line with fire safety regulations.• Tenancy management, liaising with partners and conducting safeguarding referrals in the best interest of the residents.• Implementing activities and wellbeing services in conjunction with the whole ethos of the building. Creating great relationships and building partnerships to achieve a unique experience to tackling isolation.• Understanding of the CQC framework and collaborating with Registered care manager to ensure compliance.• Budget management, ensuring improvements of the building each financial year.• Coordinated events for the community, creating awareness about key issues, such as ‘holiday hunger’ and ‘period poverty’. Giving my residents a platform to get involved in such events so they can use their own experiences and skills within the community.• Managing staff and the running of the community building in the absence of senior management. Show less Varied caseload dealing with anti- social behaviour within the community, letting properties in restricted time scales, tenancy checks, decants, managing budgets and general housing management.• Worked as part of the money support team; collecting arrears, engaging with residents (liaising with Court Officers to carry out evictions and conduct inventories), signposting to other agencies, ensuring residents receive additional benefits and debt management support• Meeting targets and deadlines related to signing up tenants to avoid rent loss, or submitting case reports to solicitors in child protection cases• Confidently and assertively manage cross-departmental communications to retrieve information required in relation to my caseload, within a scheduled time frame• 5 years of budget management for Old Trafford, successfully ensuring the Trust does not overspend within the financial year. • Working alongside our developer’s team and contributing during the architects design stage through to completion of defect liability period. • Supporting my department through a vigorous restructure, by picking up managerial responsibilities such as team recruitment and training, administration delegation, staff mentoring, plus developing a new strategy to sign up all prospective tenants for our new build properties • Ensuring building sites are compliant with Health and Safety to ensure we are able to conduct viewings• Event coordination to help tackle fly tipping, anti-social behaviour and forming tenant’s residents association. Worked with Trafford partners to accomplish success and bring the community together• Contributing to a 20 million pound community building project, ensuring site was ready for demolition before the building works could commence.• Networking with other Registered Social Landlords to ensure partner working on issues that affect the local community.• Consultations with stakeholders regarding major regeneration projects. Show less

  • Extra Care Scheme Manager

    Apr 2018 - Aug 2019

  • Housing Officer

    Apr 2013 - Apr 2018
• 

  Atlas residential

  Sept 2019 - Nov 2019

  Community director
• 

  Pbt safer care ltd

  Nov 2019 - Oct 2021

  Manager
• 

  Parliamentary and health service ombudsman

  Oct 2021 - now

  Caseworker