Jinelle Gannon

Experience

• 

  London Overground Rail Operations Ltd (LOROL)

  Jan 2010 - Feb 2012

  Customer host

  • Delivered excellent customer service for all customers visiting the station and using the services . • Supported the Senior management team in all customer service requirements daily.• Delivered a ticket office service for the required opening times ensuring to meet and exceed customer expectations.• Responsible for passengers having the best customer experience possible from the moment they attend the station to when they arrive at their destination.• Responsible for hourly and daily KPI checks, opening/ closing the station and monitoring activity within the station to ensure safety of all customers and staff.• Activated and monitored the escalator room and any maintenance needs.• Responsible for the ticket office transactions, budgeting and float maintenance ensuring all banking is correctly dealt with and transactions are in line with company guidelines.• Monitored and kept gate lines free of obstruction and in working order to ensure access for all customers. Show less

• 

  Richmond and Wandsworth Councils

  Feb 2012 - Jan 2018

  • Collaborated with Area teams & Regeneration team on projects for housing initiatives throughout the borough.• To record and respond to customer feedback and complaints received through various channels including members enquires.• Procured and inspected bed and breakfasts and other nightly lets to be used for emergency/interim accommodation where required providing evidence of Fire • Contributed to negotiations in relation to costs and secure reduced LHA Rates where possible.• Responsible for placements of homeless clients pending decisions into interim accommodation ensuring the completion of robust risk assessments and ensuring best use of stock.• Responsible for nominations of accepted homeless clients into supported temporary accommodation where appropriate.• Responsible for timely closure of temporary accommodation resources including requesting, preparing and serving Notice to Quits as required, ensuring any financial exposure to the Council is minimised where possible. • Investigated and compiled clear and concise reports regarding requests for urgent management moves between temporary accommodations which can involve in • Investigate suitability of property on medical grounds Show less • Allocated Social and Private sector housing for applicants on all housing register • Responsible for adhering to void targets and managing caseloads. • Surpassed pre-allocation target for two years in a row assisting in a decrease to the void turnaround and team targets. • Collaborated with Area teams & Regeneration team on projects for housing initiatives throughout the borough.• Lead on the Out of London rehousing scheme, rehousing applicants to Birmingham & West Midlands.• To record and respond to customer feedback and complaints received through various channels including members enquires. Show less • Assessed and responded to customer enquires across various channels ,aiming to resolve their query first time in agreement with relevant SLAs and maximise customer satisfaction.• Updated customer information in the Customer Relationship Management (CRM) system during and after each call recording details of enquiry, complaint and actions taken• Provide a complete customer service by triaging a customer enquiry to other relevant services.• Responsible for achieving customer service performance goals, both individually and as part of a team.• To record and respond to customer feedback and complaints received through various channels.• Retained up to date knowledge of the services provided by the Council to ensure customers receive relevant information in an effective and efficient manner.• Dealt with customer payment options where required and transition the customer to electronic payment where appropriate. • Carried out relevant checks upon receipt of a query and forward to relevant service as and when required• Accountable for maintaining a high level of professionalism with customers and work to establish a rapport with every customer. Show less

  • Temporary accommodation officer

    Oct 2016 - Jan 2018

  • Accommodation Placement officer

    Aug 2014 - Oct 2016

  • Customer Service Representative

    Feb 2012 - Aug 2014
• 

  London Borough of Bromley

  Feb 2018 - May 2020

  Lettings Negotiator

  • Delivered a first class, one stop customer focused service for the procurement of good quality affordable temporary and Settled accommodation from a range of providers, delivering an economic, efficient, and effective service whilst meeting personal and organisational objectives and targets.• Negotiated on incentives and rents in lien with the current LHA rates and council incentive package.• Negotiated renewals when applicable for properties and managing the paperwork.• Provided and excellent aftercare service to tenants and liaise with landlords/agents in relation to repair and tenancy issues including evictions and serving notices.• Worked with private sector landlords, letting agents, managing agents and other internal and external partners to identify, develop and implement a range of new initiatives to increase the supply of good quality accommodation to meet councils housing objectives.• Proactively contributed to the development and continuous improvement of the councils t procedures to ensure efficiency, effectiveness, value for money and delivery of an excellent customer focussed service.• Arranged and attend property inspections and viewings • Prepared new properties for Allocating to families on the management move list • Liaised with external stakeholders in relation to void times, repairs and evictions.• Worked in collaboration with the Allocations team to provide emergency accommodation placements on a nightly basis .• Responsible for the effective planning and delivery of accommodation procurement services to meet personal targets and deliver overall business objectives including proactively anticipating future needs and managing situations that arise. Show less

• 

  Capital Letters

  Jun 2020 - Nov 2023

  •Managed a team of ten through coaching, mentoring, and developing the team to achieve company targets and values.•Supported local authorities who are our member boroughs with delivering good quality properties that are sustainable.•Managed external relationships with Local authorities, funding bodies and registered providers.•Monitored incentive payments and provided a monthly report on forecasted and actual figures to enable effective management •Administered recruitment processes, interviewed, and implemented new staff to the assigned team.•Supported the development and delivery of policies, procedures, systems, and operational practices•Delivered procurement projects and the roll out of property shows increasing brand recognition.•Analysed data efficiently to identify areas where improvement is needed and set goals & action plans accordingly. Show less •Delivered a customer focused service, leading on negotiating good quality private sector accommodation •Provided an effective service whilst meeting personal and organisational objectives and targets.•Contributed to the continuous improvement of Capital Letters’ processes.•Worked with private sector landlords, letting agents & managing agents to identify, develop and implement a range of new initiatives.•Actively promoted and marketed private sector accommodation procurement initiatives to external parties.•Took on the role of Vice chair of Staff forum as of June 2020 •Contributed towards and assisted with the implementation of the staff cultural survey.•Provided strategies and input for the South team marketing project •Participated in the staff rewards & recognitions committee Show less

  • Area Manager

    Jun 2021 - Nov 2023

  • Housing Negotiator

    Jun 2020 - May 2021