Shelley Hutton

Experience

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  CASTLE ROCK (LIVINGSTON) HOUSING ASSOCIATION LIMITED

  May 1994 - Oct 1996

  Tenant Participation & Information Officer
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  Castle Rock Edinvar Housing Association

  Sept 1996 - Sept 2018

  I worked directly for the Senior Management Team & supported the wider business of Castle Rock Edinvar. Key responsibilities included managingt the Business Support Team to provide:-Effective & professional admin support to Board, SMT & colleagues.-Professional & effective admin & reception service.-Planning & coordination to ensure the internal & external regulatory & non-regulatory reporting is complete.-Submission of the Annual Return on the Charter to the Scottish Housing Regulator with correct authorisations and following internal validation. -Publication of the annual Perfomance Report and facilitating customer scrutiny.-Managed effective customer/stakeholder consultation & customer satisfaction measurement to provide us with business performance information and identify areas for improvement. -Managed the Institute of Customer Service accreditation process including staff/customer surveys.-Managed the strategic involvement of customers to ensure compliance with the relevant legislation, Scottish Government and Scottish Housing Regulator requirements and to gain insight.-Effective communication with customers, staff, Board Members & stakeholders via email campaigns, printed documentation, correspondence, website, intranet and social media - following the correct branding and ensuring accessibility. -Data Protection lead. Prepared and implemented GDPR May 19.-Events planning and management including annual Staff Conference c200 attendees. Events material for external conferences.-Liaison with PR Consultant. Facilitate PR planning & response to negative and potentially negative PR across all platforms.-Compliant & effective complaints handling, to service improvements where lessons are identified (SPSO model).-Developed and implemented key corporate policies, strategies and service standards. To advise on Equalities and carry out Equality Impact Assessments as required.-Co-production using design thinking of policy and strategy. Show less

  • Business Support Manager

    Aug 2005 - Sept 2018

  • Policy & Performance Manager

    Apr 2002 - Aug 2005

  • Senior Policy and Communications Officer

    Sept 1996 - Mar 2002
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  WeightShed International

  Jan 2011 - Mar 2012

  Newsletter Editor

  Edit and design quarterly e-newsletter for Weightshed International. Circulate and manage mailing list.Assisted with website structure design and content.

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  Spartans Community Football Club

  Nov 2013 - Mar 2018

  Volunteer

  Assist at Spartan's "Game of 2 Halves" Homework Club

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  Craiglockhart After School Club

  Nov 2013 - Nov 2015

  Committee Member
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  U-Evolve

  Mar 2015 - Oct 2022

  Chair Of The Board Of Trustees

  Trustee on the Board of U-Evolve with specific interest in PR and communications, strategy development, meeting facilitation, recruitment and producing the podcasts.We support young people who feel vulnerable, lack confidence or present with behavioural problems, to develop a strong sense of self-worth, confidence and resilience. We teach them strategies to move away from defensive behaviours towards, learning how to be in the world in order to reach their potential.

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  Places for People Scotland

  Oct 2018 - Mar 2023

  Part of Places for People Scotland Senior Team and also Places for People Affordable Housing Customer Service Senior Leadership Team Manage strategic customer involvement; clear and targeted stakeholder communications (internal and external); compliant and effective complaints handling; policy and service design; research; and driving improvements in customer service across the business. Equalities and Inclusion lead. Ensure that effective KPI reporting, customer consultation and customer satisfaction measurement provides the organisation with business performance information and identify and implement areas for improvement. Development, implementation and dissemination of key corporate policies, strategies, service standards and KPIs.Manage internal and external reporting on complaint handling. Trend analysis and identifying service improvements from lessons learned. Oversee complex complaints handling; contact from elected representatives; and from Scottish Housing Regulator on reports from customers of Significant Performance Failure. Lead contact for SPSO enquiries and ensure compliance with Model CHP. Brief and deliver on staff training and lunch and learn workshops.Lead for Places for People Marketing and Communications team:Ensure correct branding and writing style (including Plain English) for internal communications and external communications on all channels.Planning and managing web content.Management of social media channels and contact from customers on those channels.Planning and implementing communications, marketing and PR strategy and plans in line with the business plan and priorities. Responsibility for planning and delivery of the Staff Conference; shared responsibility for the planning and delivery of the Places for People Affordable Housing Conference. Other events planning as needed (e.g. REX Group; Himmerland Boligforening (Danish housing association). Show less

  • Head of Stakeholder Relations

    Nov 2021 - Mar 2023

  • Customer Service and Research Manager

    Oct 2018 - Nov 2021
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  Boroughmuir Cricket Club

  Jan 2019 - Nov 2023

  Child Protection and Wellbeing Officer (volunteer)
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  Places for People

  Feb 2023 - now

  Head of External Communication