Anna Townsend Email & Phone Number

London, United Kingdom

Islington, London

- Team management - Ensured each regional hub team was adequately resourced and trained- Complaints and Enquiries - Investigated MP, Ombudsman & tenant complaints relating to property services, ensuring responses were timely and in accordance with the complaints policy and best practice. Identified recommendations from complaints outcomes to drive continuous improvement and adherence to Key Performance Indicators (KPIs)- Coached and managed staff - from recruitment through to… Show more - Team management - Ensured each regional hub team was adequately resourced and trained- Complaints and Enquiries - Investigated MP, Ombudsman & tenant complaints relating to property services, ensuring responses were timely and in accordance with the complaints policy and best practice. Identified recommendations from complaints outcomes to drive continuous improvement and adherence to Key Performance Indicators (KPIs)- Coached and managed staff - from recruitment through to performance, discipline and absence management- Repairs - Monitored applications for housing improvements and repairs and communicated outcomes to tenants Show less

Islington, London

- Reduced Decants list from 52 cases to 19 cases in only 3 months through sourcing new accommodation options, efficient case management and through better communication with the voids and lettings team- Identified efficiencies leading to reduced decant costs such as through effective re-use of accommodation, evaluating existing suppliers and sourcing cheaper suppliers- Assessed and supported those in housing need, conducting the necessary tenancy audit home visits-… Show more - Reduced Decants list from 52 cases to 19 cases in only 3 months through sourcing new accommodation options, efficient case management and through better communication with the voids and lettings team- Identified efficiencies leading to reduced decant costs such as through effective re-use of accommodation, evaluating existing suppliers and sourcing cheaper suppliers- Assessed and supported those in housing need, conducting the necessary tenancy audit home visits- Improved the speed of repairs through implementing a weekly progress meeting with the Property Services team, resulting in tenants moving back to their homes sooner and further reduction of decant costs- Participated with residents to develop and deliver new and innovative improvements and effective adherence to KPIs and service provision Show less

Islington, London

- Advised tenants and processed all matters involving their tenancy, for example mutual exchanges, tenancy sign-ups, successions, transfers, decants, death of tenant, name changes, rent queries and payment arrangements, sole to joint and joint to sole, letters for home office, adaptations and alterations - Dealt with breaches of tenancy e.g antisocial behaviour through writing to residents, interviewing them in the office or home visits, implementing good behaviour contracts and through… Show more - Advised tenants and processed all matters involving their tenancy, for example mutual exchanges, tenancy sign-ups, successions, transfers, decants, death of tenant, name changes, rent queries and payment arrangements, sole to joint and joint to sole, letters for home office, adaptations and alterations - Dealt with breaches of tenancy e.g antisocial behaviour through writing to residents, interviewing them in the office or home visits, implementing good behaviour contracts and through mediation and liaison with social workers, support workers, and/or the police- Liaised and built relationships with external agencies such as local authority councillors, housing benefit offices, county courts, council tax offices, occupational health therapists, social workers and support and welfare organisations- Negotiated rent arrangements and advised on benefits and welfare matters, signposting where necessary Show less

London, King'S Cross

- Contacting patients by telephone to book their hospital appointments, and researching the most suitable hospital and type of service to match a patient’s medical needs- Responding to queries and complaints in an appropriate and methodical manner and providing a professional and efficient service, which is customer-focused, reliable and adheres to strict confidentiality guidelines- Liaising daily with GP practices in the Camden borough to help streamline our procedures.

London, White City

- First point of contact for overseas customers, ensuring an efficient pre-sales & after-sales service- Research programming information tailored to customers’ requirements- Update and maintain accurate business accounts database in Excel- Complete sales support to Sales Executives and Sales Managers

North Acton, London

- Completion and sole ownership of a 900 title programme clearance project over 6 months.- Acquiring and clearing contributor rights to enable the release of Videos/DVDs by BBC Worldwide- Negotiating with agents and artists with regards to renewing or extending their contracts and licenses- Researching details about photographers, artists, estates, agencies and picture/artwork sources

London, White City

- Collated necessary paperwork to keep changes to television schedule accurate & up to date- Alerted announcers to controversial programme content which could require a warning announcement- Inputting spool numbers / durations / picture format / Programme numbers scheduling database

London, Southwark

- Wrote press releases, proof-read ads, leaflets & programme copies & instructed mailing houses on print specifications- Advised promoters on marketing strategies based on size of event, ticket sales, budget etc