Michael Wheater Email & Phone Number

Western Circus, London

Sevenoaks

Sevenoaks

• To lead the Customer Services team within the business and continually improve the customer service experience for customers and developers.
• Responsible for the life cycle (diagnosis, ordering/preparing costs and scheduling fitting), of all defects (approx. 240p/m) within contracted time scale. Ensure Customers & Developers receive a great service
• Responsible for planning, costing and delivering additional works on behalf of developers.
• Managing a team of 6 customer service advisors & 4 fitters including 1:1’s, team meetings and dealing with all types disciplinaries.
• Deliver Lean working practices across team and business. Driving through efficiencies within team.
• Responsible for delivering KPI’s across 35 developers

Hampstead, London

London Bridge

• Responsible for 46 Client Contracts valued at £1.2 million, providing great service and delivering on contractual promises.
• Responsible for delivering client KPI’s across repairs, arrears, tenancy management, governance support, accountancy and financial transactions.
• Attaining CCH accreditation
• Developing and implementing processes for improved service delivery
• Manage a team of 7 Client Relationship Officers
• Leading a team of officers to provide training and support to Co-operatives, give advice on governance & legislation, training, housing management, arrears, repairs, lettings

Croydon, United Kingdom

• Managed 4 Housing Officers within the Housing Management team, responsible for driving performance on 5 key KPI’S within ASB, lettings, complaints, repairs and overall customer satisfaction.
• Project managed “Giving Something Back” scheme. Empowered my team to work with their residents and identify projects that involved staff across various departments where we could help our residents. This varied from.
• Worked alongside the Service Improvement and Customer Contact teams to shape the direction of policy on tenancy management and to devise an improved strategy for customer services.
• Led on a major works programme of lift replacements across 13 high rise tenancy blocks, overseeing the schedule, impact assessments and resident management.
• Oversaw the implementation of new services across the region, including reviewing and setting of service changes in accordance to these.
• Preparing and delivering performance reports to Resident Groups.

Croydon, United Kingdom

• Managed the Repairs Contact Centre team of 11 advisors and 1 senior advisor. My team was responsible for answering all London repair calls (6000 per month) within 15 seconds to an 85-91
• % grade of service. To achieve those targets full diagnostics training was developed and delivered by me, regular call coaching around customer service using Mary Gober. I created multiple performance reports that.
• Improved customer repair satisfaction by 14% (from 83% to 98%) by designing and implementing a new training programme for call handlers. This included guidance on repairs diagnostics around SOR contracts, customer.
• Working closely with the Customer Experience Team to develop process changes around repairs and housing management to collect and identify customers experience, trends, complaints and create solutions to improve.
• Developed strategic plans for the Contact Centre (covering 4 teams across 3 regions) and managing the implementation of a cultural change programme within the business.
• Responsible for an overall maintenance budget of £2million annually.

Croydon, United Kingdom

• Managed grounds maintenance and cleaning contracts to the value of £400k per annum across 350 schemes, approx. providing service for 5000 units
• Arranged stock tours for residents to drive customer satisfaction and demonstrate value for money.
• Driving forward new scoring system for contract – Working with our resident to create a template for identifying what good, great and poor looked like, and incorporating that into the contracts enabling them to be.
• Created a resident monitoring system which used resident input and feedback to shape the way services were delivered.
• Identified, procured and implemented estate improvements, carrying out resident satisfaction surveys to identify key improvement areas.
• Responsible for training and developing staff within the estates team.