Beth Stephens Email & Phone Number

Shepperton, GB

Walton-On-Thames, England, United Kingdom

• Overseeing the management of 500 properties ensuring high levels of service delivery to our tenants. This includes tenancy management, complaint handling. Community and stakeholder engagement, project management and.
• Responsible for the end to end service, including for Customers with Hyper care requirements
• Production and presentation of Monthly KPI, trend analysis and management reports
• Stakeholder management
• Regular Site Visits, Tenant and stakeholder meetings
• Cross departmental meetings representation

Kingston Upon Thames, England, United Kingdom

• I was responsible for the direct management of a multi channel help desk team. My responsibilities included:
• Leading, coaching and managing a team of 12 across varied shift patterns.
• Scheduling to meet SLAs including upscaling for peak times - Implemented a relationship with the local university to provide a casual bench team for peak.
• Creating and managing MI reports on team performance, targets and customer satisfaction - Achieved a MOM increase in performance on all.
• Managing all escalated complaints; Ombudsman cases and queries and providing cross departmental recommendations to process change.
• Tracking of trends to identify problem areas. Implementing, managing and monitoring new processes.

Weybridge

My project at the business park was to implement an exceptional customer experience for both prospective and current tenants. Building relationships and embedding a wellbeing, fitness & lifestyle programme, to support the ongoing marketing and management of the site. This included carrying out viewings/tours of the buildings and site and formulating and.

Regent Street, London

• As the primary community interface for the occupier customers of the Crown Estate on Regent St. my role involved:
• Streamlining the customer service procedures to ensure improvement in satisfaction.
• Carrying out regular customer visits and meetings - Managing relationships and getting to know the customers, and their business needs.
• Recording details of visits on the CRM system – Salesforce
• Monitoring service delivery and ensuring all customers receive the appropriate level of services & undertaking the Customer Service Questionnaire as required.
• Initiating & taking part in occupier events.

Vauxhall London

• My role was to implement and manage a customer service department and to provide a consultation and liaison service throughout the site redevelopment project, to all 250 tenants.
• Actively contributed to Project/SMT meetings as the 'Tenant voice'. Influencing strategic direction to maximise client satisfaction.
• Coached and managed a team of 6
• Implemented customer service department, fostering a customer-first culture for 250 tenants.
• Managed maintenance help desk, logging system, and tracked data for MI reports.
• Conducted regular 121s with tenants, ensuring their needs and concerns were addressed.