Experience

• 

  Royal bank of scotland

  Jul 2000 - May 2004

  Team leader

  Managed a team of 15 people.Planning & distributing the daily workload Resolving customer issues with paymentsProcessing customer credits when requiredEnsuring processes are followed to ensure precise working practices are met in a secure mannerMonthly appraisals

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  Sentinel housing

  May 2010 - Feb 2017

  Hometeam connect team leader

  I managed a call centre leading a team of 10 Repairs Coordinators who specialise in diagnosing & scheduling repairs & coordinating work on void properties. Our aim is to offer a "one stop shop" service to our customers. To do this I have worked closely with the team to identify their strengths and weaknesses; so that I could identify areas of the business we could up skill them in. My responsibilities were to monitor department & team KPI's. Run reports to ensure the WIP (work in progress) was managed and dealt within our department targets, write procedures and ensure policies are being met and were up to date.I constructively managed the performance of my team; through continual performance appraisal and interactive "in the role" coaching.An important aspect of my role is to be a key point of contact with our external contractors.I worked closely with the tradesmen, Operations team and Property Services to deliver a high standard of customer service. Show less

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  Vivid

  Feb 2017 - Feb 2021

  I undertook a secondment as a Maintenance manager, before being promoted to Repairs Manager. I managed trades people on day to day repairs (responsive)I monitored KPI's, managed contractors, H&S risk assessments, customer inspections & customer feedback either directly or through surveys.I also specialised in out of hours and managing the phone contract cover; as well as taking my turn on the out of hours rota as Duty Supervisor. It's a fast paced role, where we can make a difference for our customers and our team. Show less

  • Repairs Manager

    Jul 2017 - Feb 2021

  • Maintenance Manager

    Feb 2017 - Jul 2017
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  Barratt southern counties limited

  Feb 2021 - Apr 2023

  Custome care office manager

  Managing the Aftercare Team to support and take care of new homeowners. Offering an outstanding aftercare journey, for a builder that has achieved 5* for 11 years in a row.

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  Vivo defence services

  Apr 2023 - Jul 2024

  Repairs manager

  Managing the Scheduling Manager & her staff of 14 in the South-West Responsive Repairs & the Customer Experience Teams Driving performance of responsive repairs.Coordinating ARAP void prep & liaising with DIO & service partners.Testing & roll out of new application software. Onboarding of new starters Delivering customer service training.Reporting on performance/KPIsManaging under performance for third party contractors.

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  Bloor homes

  Jul 2024 - Oct 2024

  Customer care manager
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  Clearsprings ready homes ltd

  Oct 2024 - now

  Service centre performance manager