Andrew Routledge Email & Phone Number

As part of Sunderland City Councils wider housing strategy, I provide a comprehensive service to all housing customers ensuring they maximise income and are not at risk of financial exclusion. I offer support to customers and assess applicants to ensure that they can afford and maintain tenancies to become and remain self-sustainable, facilitate their financial well-being, increased independence, improved quality of life and health. I provide practical advice, information and support on a wide range of financial issues including rent payments, housing benefit, universal credit, personal finances, life skills and the promotion of personal independence and enhanced opportunities for employment. I have over 20 years Customer Service experience and for the last 10 years have specialised in the Housing sector. I have developed a comprehensive skill set which includes a vast knowledge of social housing issues, excellent communication and negotiation, budget control, good analytical skills and mentoring. My career has developed from inbound customer service dealing with insurance calls, mobile phone billing, repairs and sales, progressing through coaching and team leading and into housing management. In my previous role as a Neighbourhood Coordinator I was principally responsible for the effective management of a housing estate, engaging with tenants and the wider community ensuring successful income collection and allocation of properties whilst delivering first class tenancy and estate management. My ability to quickly build a rapport allows me to effectively work in partnership with other agencies, helping me provide solutions for complex housing issues. As a Customer Service Centre Supervisor I led and supported a team of inbound customer advisors. Providing advice and knowledge to advisors who were the first point of contact for a wide range of queries. I monitored phone calls to ensure customers received an excellent service whilst highlighting areas for development and providing encouragement to colleagues by building confidence to run an efficient team. I produced reports to ensure all SLA’s and KPI’s were achieved whilst operating within budget. I have a flexible approach to work and excellent time management and a willingness to learn new skills and challenge myself.