Emma Hounsome Certcih Email & Phone Number

Leicester, Gb

Burton Upon Trent, England, United Kingdom

Managed the rent accounts for Housing First, Next Steps, Supported Housing and the first 8 weeks of all new tenancies temporarily whilst recruitment was ongoing for 16 weeks. Now cover full end to end account management and debt collection for a stand alone patch of around 800 properties in General Needs.

Burton Upon Trent, England, United Kingdom

Using my skills and knowledge in a project role, as expert for Income, my role is to ensure the Income project for IT system improvements takes into account operational needs, embodies best practice approach and is communicated clearly by working with our internal stakeholders and contractors. The aim is to consolidate systems so all teams work from a Microsoft Dynamics365 CRM platform. Bridging business need with customer engagement data to create an intuitive system that supports consistent cash collection to balance workload with detailed analysis, and drive an internal cost saving effort by improving efficiency.Having gathered, written and documented the business requirements, I've analysed and validated the data before undertaking user acceptance testing and data cleansing. As part of the process, I've documented the gap analysis, utilised some root cause analysis and communicated my findings with the project team in order to manage risks and issues well. Throughout, I have delivered training and workshops with management and the team to embed and manage the change positively. We hope to implement go live in 2024.

Burton Upon Trent, England, United Kingdom

Trent & Dove Housing are a local social housing provider with a heart for communities, people and properties in East Staffordshire and surrounding areas. Primarily providing social housing with some supported and sheltered schemes, Housing First properties, Next Steps accommodation and Shared Ownership properties. As Income Management Partner, I am responsible for lower level debts for a specific patch with an emphasis on sustaining tenancies whilst supporting and ensuring appropriate signposting. Utilising knowledge of Universal Credit, Housing Benefit and laws & best practice of income management, I manage my own caseload of low level debt collection and refunds, whilst ensuring administration of accounts is up to date and supporting colleagues with preparing cases for court. I am also team champion of the Microsoft Dynamics CRM system, acting as project lead for Income to liaise with IT to implement, test and train on system use and capability.

Burton

Responsible for high level debts for a specific patch, emphasis on sustaining tenancies, in particular, supporting those impacted by Universal Credit and ensuring appropriate signposting. Full end to end process, including court hearings and evictions.

Rugby, Warwickshire, United Kingdom

Orbit is an innovative organisation providing a wide variety of homes across the UK. From rented properties to home ownership, part owned properties, sheltered accommodation and a selection of bespoke adaption-ready retirement homes are all available with Orbit. As credit controller, I manage the aged sales ledger debts and home ownership arrears. The primary focus is customer service, in providing a great customer experience, managing arrears is much easier. We set clear expectations and work with our customers, both personal and B2B to achieve realistic results.

Birmingham, United Kingdom

Metro Bank is Britain’s first new High Street bank in over 100 years, focused on providing amazing service and convenience to customers. It is a full service, fully authorised bank, offering retail and commercial banking services to customers, direct and through brokers.As a Client Service Representative, my role was to efficiently process various aspects of 'in-life' customers, including arrears management, credit control and secondary rentals. In addition, supported the administration team loading new deals by processing ID&V checks, HPI and verifying the original documents received back. Part of the admin of the role included managing deposits received with a daily bank reconciliation along with month end reporting and analysis.

Watford, United Kingdom

I coordinated with the payroll, compliance and admin teams in order to assist contractors and agencies with their queries regarding all pay related questions: from explaining tax and national insurance, to statutory payments and DWP deductions. As a long standing team member, I contributed to the training of 8 new team members and was consistently recognised as a high achiever without compromising any quality of service. I have assisted with building relationships with agencies and contractors alike with face to face assistance both in office and at dedicated introduction days for people new to umbrella. Since starting at JSA, I have deveoped a good working knowledge of the systems CRM and Miracle Nav.

Watford, United Kingdom

My responsibilities included: reporting for Regional Managers, Local Distribution Centres, Board Management and internal team statistics; telephony, Fraud correspondence from 3rd parties, dealing with post succinctly, pilot complaints review, taking call escalations and supporting the Team Leader and Customer Experience Manager.

Watford, United Kingdom

My focus was on inbound customer service dealing with centres and schools over the phone and by email to coordinate and support the examination process, accessing the systems and arranging certification. One of my responsibilities was to print and post the certificates twice a day.

Level 4 Certificate In Housing Practice, Pass

Course modules: Housing Management Services Housing Law Finance for Housing Managing People and Change Housing Policy Professional.

Ncfe Level 2 Certificate In Principles Of Team Leading, Pass

Course modules: Principles of Team Leading Understanding Business Understand how to communicate work-related information Understand how.

Level 3 Certificate, Housing Practice, Pass

Course modules: The Housing System Customer Service in Housing Dealing with ASB in Housing Housing Repairs and Maintenance Services.