Christopher Mcdonough Email & Phone Number

Liverpool, Gb

Liverpool

- I have worked for Riverside for nearly three years now in a Transitional Period for the company, dealing with some challenging situations with regards to Rent, ASB, Repairs and Safeguarding.- During my time in Riverside and due to a period of great change, I have discovered gaps in certain processes. When I identify a potential impact for our customer or our service delivery, I escalate and highlight this to the appropriate Division, Manager or Team, often offering suggestions for resolution.- I have worked in Riverside’s Helpline for over two and a half years and 90% of my job role during COVID Lockdown was dealing with these most Vulnerable service users. This is a challenging, high pressure environment assisting elderly, infirm and vulnerable tenants with anything from emergency situations; liaising with Fire, Police or Ambulance, to trying to assist in loneliness or depression by assuring them that we are there to listen and help them communicate with anyone they think can help them; Samaritans, District nurses and Carers to Adult Social Services. - In my first year with the Riverside CSC, I was asked to join Continuous Improvement Team. This was a team of Advisors and Managers who were to review current CSC processes and see if they can be streamlined for a more efficient experience for both our customers, our Service Delivery and internal admin within The Group. Separate though related to this, I was also requested to join the transitionary meetings with Mears-Riverside Direct to discuss their delivery of the new contract in winter 2018 and through mid-2019. This was to monitor areas that were again impacting our Service Delivery; from best practice to resourcing. This ranged from communication issues with their office, to outstanding jobs or serious issues and complaints brought up throughout the preceding period.

Liverpool, England, United Kingdom

**This job role was due to a Contract change and Company name change on the Housing Prime Contract. MODern Housing Solutions became CarillionAmey.**- Manage Housing stock of 2,000 properties across South East England, monitoring trends and stock to ensure adequate availability for local stations and bases to utilise and ensuring Key Performance Indicators for answering calls and progressing applications.- Reviewing documentation including medical, to justify allocation outside of entitlement, whilst ensuring our contractual and client obligations.- Answering queries from our customer base and arranging appointments through phones and e-mail. Also includes queries from our client, Defence Infrastructure Organisation, or other third party authorities including local authorities, regional service providers or associated charities.- Reporting and projecting via inbuilt reports function and exporting and formatting in Excel

Liverpool, England, United Kingdom

**Complaint Management within a Transitional Environment.**- I was seconded to Liberty Group to crisis manage their complaints, managing their complaints volume from over 400, to under 200 during my tenure of approximately 2 months. I did this through projection reports to track and monitor complaint works to ensure they had everything they needed to succeed on their next visit; additional resource, parts, access equipment, approval etc.- I have a robust knowledge of our contract as well as a growing knowledge of the other contracts within our remit. This enables me to handle customer demands, contractor’s performance, queries from our client Defence Infrastructure Organisation and direct management to maintain CarillionAmey’s service delivery and integrity whilst ensuring cost efficiency and complaints are contractually valid. If not, I am able to direct the customer to the responsible authority to progress their issue.- Co-ordinate and facilitate works between supply chain and customers, often dealing with highly sensitive situations and ensuring prompt, stress free service delivery. Reporting to our client DIO, the Housing arm of the MOD.- Take ownership of disgruntled customers to guide them through our complaints process and attempting to balance out a customer’s desired resolution and expectations with our own contractual obligations.- I ensure my complaint case Service Levels are mitigated with Time Relief where applicable. If not, I am able to contractually justify why not and provide an Action Plan to progress or resolve the complaint.

Liverpool, England, United Kingdom

[PPM] Planned Preventative Maintenance/Cyclical maintenance- Experience in reporting and managing the Annual and Quarterly Maintenance Regimes for National Street Lighting, Play Parks and Chimney Sweeps, keeping our system updated with any changes or amendments to the Regime.- My responsibilities include reporting and projecting Safety Certificate Expiry volume trends to ensure statutory and contractual compliance, liaising with customers, contractors, local authorities and chain of command to ensure service delivery within service level or key performance indicator deadlines.- As an Operations Co-ordinator, I was responsible for monitoring and ensuring safe practice by my contractors, facilitating Risk Assessments and Method Statements, sourcing underground Service prints, digging permits, PPE and ensuring our delivery is compliant with Joint Service Provision and Tri-Service Accommodation Regulations, contemporary British Standard and safe industry practice under regulatory guidelines for HETAS (Gas), NICEIC (Electricity) & NACS (Sweeps).Commercial Administration- Review and administration of payment invoices, quotations and commercial and technical querying when the invoices or quotations lacked sufficient detail, or exceeded expected cost or scope.- Deal with engineers and contractors over the phone, ranging from discussing scope and costs of works on site, authorising cost increases and commercially challenging jobs that had exceeded cost projections. This required me to facilitate these changes whilst the engineers where on site, to ensure cost efficient delivery for our stakeholders, without holding up the works that could culminate in customer dissatisfaction of service or a complaint.- Required to examine code trends and analysing these trends to produce more cost efficient codes and practices.

Liverpool, England, United Kingdom

Customer Service- Dealing with customers and service personnel over the phone be it complaints or maintenance service, handling customer expectations to specify realistic timeline and resolution.- Dealing with Operatives including schedule management or parts requirements and relaying this information to the customer to ensure they are kept up to date.- Time and workload management, accepting incoming calls whilst working current jobs to find resolutions within Schedule Adherence restraints and contractual Key Performance Indicators.

Liverpool, England, United Kingdom

Customer Service:- Working within and later leading/managing a team of 4-5 staff- Till Float, Safe and stock management