Liam Scales Email & Phone Number

Gainsborough, England, United Kingdom

Barton Upon Humber, England, United Kingdom

Working as part of a team that receives and actions customer enquiries involved with post installation queries, manufacturer and installer warranty conditions

Lincolnshire, England, United Kingdom

Louth

Really excited to have joined the Waterloo Housing Group estates management team. Brand new challenge in a very familiar sector

• Develop strategic involvement opportunities by steering engagement activity and managing local delivery teams across the business with a particular focus upon ‘digital inclusion’ and ‘localism’ agenda.• Supporting the increase of the proportion of sustainable tenancies by delivering effective financial inclusion strategies which support reductions in current arrears, former tenant arrears and sundry debts.• Develop the customer access strategy and action plan recognising different… Show more • Develop strategic involvement opportunities by steering engagement activity and managing local delivery teams across the business with a particular focus upon ‘digital inclusion’ and ‘localism’ agenda.• Supporting the increase of the proportion of sustainable tenancies by delivering effective financial inclusion strategies which support reductions in current arrears, former tenant arrears and sundry debts.• Develop the customer access strategy and action plan recognising different ways that services need to be delivered to customers and different ways of engaging with customers.• Operational management and development of the customer feedback service, including complaints, compliments and comments for the purpose of developing and embedding the use of feedback to inform service improvements across the business. Show less

Scunthorpe, North Lincolnshire

I joined the organisation in 2008 in order to develop and implement a customer care strategy. The project involved developing a multi-fucntional customer service function by carefully managing the transition from what had previously been a dedicated repairs call centre function. The task was to create a team capable of delivering a range of housing services from the customers initial point of contact. In time the model was developed so as to successfully adapt to multi-media platforms and… Show more I joined the organisation in 2008 in order to develop and implement a customer care strategy. The project involved developing a multi-fucntional customer service function by carefully managing the transition from what had previously been a dedicated repairs call centre function. The task was to create a team capable of delivering a range of housing services from the customers initial point of contact. In time the model was developed so as to successfully adapt to multi-media platforms and customer led channel shift opportunities.Having established a high performing customer service operation I was able to concentrate my efforts on establishing a customer care culture at ongo. This culminated in my working with CIH associate to design and then deliver a tailored customer excellence training for the whole organisation and key stakeholders in 2013. The final part of the project involved working to embed the customer care culture before leading the organisation to achieving the CSE accreditation for the first time in 2014. Show less

Gainsborough, Lincolnshire

I joined Acis group in the autumn of 2003. At the time the organisation was looking to develop its repairs call service into a function that could deliver a whole range of tenancy management services to tenants and customers. I led the customer service team through this transition, creating a high performing multi-functional contact centre.

Sittingbourne, Kent

I joined the organisation first as a Customer Adviser before becoming Team Leader. The role involved my operational management of the contact centre floor and individual staff performance monitoring.

Business Studies With Systems Practice

Studying for a BA (Hon) degree in Business Studies

Bachelor'S Degree, Business/Commerce, General

I am presently reading Business Studies with Systems Practice as I study toward achieving an honours degree. I have undertaken this study.