•Oversee the effective receipt, processing and handling of feedback, complaints and suggestions.•Main point of contact for all MP and Councillor Enquiries.•Analyse and report on all aspects of customer feedback, identify learning points and make recommendations to improve service delivery.•Arrange and deliver training to both staff and residents on the Homes for Haringey Complaints and Feedback process.•Manage projects to improve the performance of the Complaints team.•Embed… Show more •Oversee the effective receipt, processing and handling of feedback, complaints and suggestions.•Main point of contact for all MP and Councillor Enquiries.•Analyse and report on all aspects of customer feedback, identify learning points and make recommendations to improve service delivery.•Arrange and deliver training to both staff and residents on the Homes for Haringey Complaints and Feedback process.•Manage projects to improve the performance of the Complaints team.•Embed the new feedback scheme, freedom of information request procedure and Data protection subject access requests processes across the business.•Actively promote and encourage resident involvement in service improvement.•Produce and present reports to Executive Leadership team monthly and Board reports on a quarterly basis.•Develop innovative new ideas on using complaints and compliments to improve services across the business. Show less

• Consult on use of Orchard Dashboard product• Design and implementation of Rents Workflow• Design and implementation of Tenancy Management Workflow • Assisting on investigating use of Workflow Explorer and Role and Team Structure design in Orchard

• Reported to the Programme Manager• Consulted on 8 Project Plans for the Abacus Finance System Change Programme• Designed 2 large Project Plans for the Functional and Technical Sections of the Project and liaised with 22 Project Team Members• Combined all 8 plans into an overall Programme Plan• Identified Milestones and Critical Path across all Project Plans

• Engages staff across the business in order to extract information through facilitation of project workshops• Extract information from proposed affected business areas and the effect of the proposed changes.• Draft business and user requirement specifications for workflow development• Creates, reviews, and edits designs, requirements, specifications, business processes and recommendations related to Customer Management• Design and build workflows within Orchard… Show more • Engages staff across the business in order to extract information through facilitation of project workshops• Extract information from proposed affected business areas and the effect of the proposed changes.• Draft business and user requirement specifications for workflow development• Creates, reviews, and edits designs, requirements, specifications, business processes and recommendations related to Customer Management• Design and build workflows within Orchard Housing.• Carry out Data Analysis and Data Cleansing activities within the system.• Ensure project dependencies, risks and issues are registered and understoo• To undertake any other tasks necessary for project delivery within time, quality and budget specification Show less

•Managing Front of House Team on a day to day basis including 1:1’s, coaching, quality monitoring and general performance and adherence management Designing and implementing customer management processes for Front of House and Contact Centre•Attending internal external stakeholders meetings on a regular basis.•Attending Senior Management and external benchmarking meetings on behalf of Head of Customer Contact.•Compiling and analysing statistical information for Contact Centre… Show more •Managing Front of House Team on a day to day basis including 1:1’s, coaching, quality monitoring and general performance and adherence management Designing and implementing customer management processes for Front of House and Contact Centre•Attending internal external stakeholders meetings on a regular basis.•Attending Senior Management and external benchmarking meetings on behalf of Head of Customer Contact.•Compiling and analysing statistical information for Contact Centre and Front of House Show less

•Dealing with all customer queries in Main Reception•Design and implementation of Front of House Systems•Attending liaison meetings with all internal stakeholders and agreeing and implementing Front of House Customer Management Processes.•Assisting in design and implementation of Front of House Database•Writing and presenting business case during departmental restructure

•Diary Management and arranging of meetings (from co – coordinating documentation as well as organise refreshments)•Setting up all 1:1 meetings, quarterly reviews and inductions.•General filing, typing and document distribution.•Attending Senior Board meetings as well as taking minutes.•Organising of internal as well as external events from documentation to implementation including conferences and Awaydays.•Organisation of all recruitment and interviews for Senior Management… Show more •Diary Management and arranging of meetings (from co – coordinating documentation as well as organise refreshments)•Setting up all 1:1 meetings, quarterly reviews and inductions.•General filing, typing and document distribution.•Attending Senior Board meetings as well as taking minutes.•Organising of internal as well as external events from documentation to implementation including conferences and Awaydays.•Organisation of all recruitment and interviews for Senior Management as well as 4th tier management.•Processing all contractor and staff invoices.•Recruiting and training an internal admin team.•Assisting HR with redeployment of staff when START Project ended. Show less