André Thomas Email & Phone Number

London, Gb

Tower Hamlets

London, United Kingdom

Mixed Tenure Customer Experience

Direct line management responsibility for a team of Customer Service Advisors and a specialist (team senior). Accountable for the effective management of call centre resources to meet an annual target of 86% answer rate.Duties:• Lead, coach and inspire staff in a dynamic and highly pressurised environment.• Recruiting staff • Worked collaboratively with transformation team to produce an employee engagement plan aimed at engaging key internal stakeholders.• Creating a digital road map, outlining key milestones deliverables and dependencies for the integration of new technology into the call centre. Managing the administration of multi -platform customer experiences• Compiling regular reports on call centre metrics for the executive team.• Working with HR to manage absence.• Organising and chairing regular collaborative meetings to drive and embed change across the department, promoting a culture of continuous improvement.

Duties:• Direct responsibility for 7 Neighbourhood Managers and1 trainee Neighbourhood Manager.• Training, developing and coaching team members.• Monitoring and setting budgets.• Reviewing the roles and purpose of resident groups and facilitating the establishment of new ones where necessary.• Reporting on ASB, tenancy audits, void figures, and the percentage of successful gas safety certificates issued, estate inspections and new tenant visits.• Change Management – Successfully held workshops and one to one sessions aimed at helping people to understand their own feelings, thoughts in respect of a large restructure• Introduced ward forum meetings with several external stakeholders to assist the development department in securing new business.

Duties:• Generic responsibility for managing circa 1000 properties, including mixed tenure schemes.• Caseload management of anti-social behaviour, including use of legal and non-legal remedies.• Work collaboratively with resident involvement teams to engage with and empower residents to have an active input in their communities.• Liaise with income team to effectively manage and reduce rent arrears. • Identify and implement estate improvements while ensuring value for money aims are fulfilled • Full responsibility for void property turnaround from viewing to sign-up.• Carry out estate inspections with resident services team and ensure that estates are maintained to exemplary standards.

London, United Kingdom

As a Neighbourhood Services Officer I enjoy my primary purpose of delivering excellent services for the residents I serve. Passionate about people, I liaise well with internal departments. A dynamic and innovative part of the team, I have achieved through maintaining knowledge relevant to the sector and keeping my promises to both customers and colleagues.

Wembley, Middlesex

Wembley

Management Within The Third Sector

Bachelor'S Degree, Media Arts And New Media Journalism, 2:2