During my time at the organisation I increased the number of residential clients communicating reactive maintenance issues directly to the department by releasing regular communications about emails address and phone numbers to call via post and email. Reduced the time taken for initial maintenance reports to be turned into purchase orders and sent out to contractor base, from an average of five working days to 48 hours. Increased client confidence by responding to issues within 48 hours and sending a copy of any purchase orders created to confirm that action was being taken. Planned and pitched the next five year planned maintenance programme for the portfolio to gain the necessary resources and budget required to complete the programme. Reviewed and changed how client information is stored and handled to comply with the 2018 General Data Protection Regulation. Slashed budget expenditure to be under budget by £100,000 for the first time in 5 years by releasing a handbook to clients detailing what work we do and don’t pay for, helped to write and implement financial procedures to regulate what individuals can spend, kept a weekly record of invoice payments when processed and organised monthly meetings with accounts to go over expenditure and plan for the future.

Reviewed how we were receiving and processing requests to make a more efficient and accurate system. Reviewed how work was being shared between contractors, the quality of the contractor and its impact on budget to create a report about which contractors and practices we needed to change for the next financial year. Learning how to use a databasing system ‘Propman’ to help improve efficiency and accuracy with the daily work load. To prepare for an office move I organised, filed and scanned over half of our paper documents into electronic format reducing 6 filing cabinets to 1, as well as making necessary and frequently used documents easier to find.

Processed, organised and scanned documents to help reduce the amount of paper we were using and preparing for an office move. This required learning about how different departments were using information and what was important to them to increase productivity. Covering Reception on short notice and still complete my other daily tasks. Conveying survey data, interviews, research and meeting transcripts in reports and notes to help the company with further client and community engagement. For example one successful project was conveying research I conducted on different faith and religious groups and organisations in Surrey to help plan out different outreach projects and events later in the year.