1. Developed a comprehensive data strategy to provide architecture that enables THG’s digital ambitions.2. Key contributor to developing and delivering THG’s digital strategy.3. Lead on innovation and change management, balancing the sometimes conflicting needs of both ‘change’ and ‘control’ through robust governance arrangements and risk management .4. Introduced Business Improvement Frameworks to enhance services across the group, using Customer Insight data… Show more 1. Developed a comprehensive data strategy to provide architecture that enables THG’s digital ambitions.2. Key contributor to developing and delivering THG’s digital strategy.3. Lead on innovation and change management, balancing the sometimes conflicting needs of both ‘change’ and ‘control’ through robust governance arrangements and risk management .4. Introduced Business Improvement Frameworks to enhance services across the group, using Customer Insight data effectively.5. Implemented a programme of project management and delivery utilising both ‘agile’ and ‘waterfall’ techniques that focus on deliverability and outcomes.6. Cultivating a culture of continual improvement in performance management.7. Effective communicator able to convey ideas clearly and concisely, in a way that everyone can understand and relate to. Show less

• Provide strategic direction which drives a culture of Customer Excellence across the Group. • Lead the group on customer access, driving innovation, including websites, digital inclusion and ‘Channel shift’.• Managing Change - Responsible for a fundamental change in the way Customer Services are delivered by introducing a Group wide Customer Service Centre based in five locations, interconnected by a single web based call handling/telephony system in a limited timescale.• A key… Show more • Provide strategic direction which drives a culture of Customer Excellence across the Group. • Lead the group on customer access, driving innovation, including websites, digital inclusion and ‘Channel shift’.• Managing Change - Responsible for a fundamental change in the way Customer Services are delivered by introducing a Group wide Customer Service Centre based in five locations, interconnected by a single web based call handling/telephony system in a limited timescale.• A key strength is the ability to define a vision and through effective communication, gain commitment from stakeholders (including staff and board) to ensure “buy in” and successful delivery of the project or service.• Manage over 100 staff answering350,000 calls a year with an emphasis on providing a quality, first call resolution service. Currently enjoy high levels of customer satisfaction ( 87.3% CSI and plans to improve this further)• A leader, who supports, inspires and motivates staff.• Ensure the timely identification of risk and to equip the service to effectively mitigate the impact of that risk operationally and corporately..• Influence the development of the Business Plan across the Group, offering specific direction in relation to Customer Services delivery.• As a member of the Senior Management Team, I use a variety of sources including customer profile data, business plan assumptions and budgets to contribute to corporate plans and to develop operational plans including developing business cases.• An effective communicator, I use a variety of techniques to apply a common sense approach, I like to keep things simple and tell it how it is.• Governance - Working with Boards within Together Housing Group on all issue related to customer access and services Now working to deliver THG's digital strategy through a transformational change programme to encourage channel shift and effective self service and digital access to services. Show less

• Full operational responsibility for 6,500 properties in Calderdale and Sheffield for Pennine Housing 2000 and service specific responsibility for key service areas including allocation, lettings and anti-social behaviour.• Led reviews of front line services to ensure improved service delivery and performance whilst delivering value for money.• Introduced new methods of service delivery including introduction to Pennine and Calderdale of Choice based lettings. This included stakeholder… Show more • Full operational responsibility for 6,500 properties in Calderdale and Sheffield for Pennine Housing 2000 and service specific responsibility for key service areas including allocation, lettings and anti-social behaviour.• Led reviews of front line services to ensure improved service delivery and performance whilst delivering value for money.• Introduced new methods of service delivery including introduction to Pennine and Calderdale of Choice based lettings. This included stakeholder buy in, procuring the CBL system, developing a range of policies and procedures and providing the service on a commercial basis to other registered providers.• Strong record of partnership working with the Police, Local Authority, the Health Authority and local third sector organisations. • Worked with customers to agree service standards and contributed towards the development of a customer care programme for staff.• A strong commitment to training – I have personally helped to develop award winning safeguarding and management development programmes.• I am performance focused and used lean systems thinking which resulted in halving the number of void properties in a 5 year period.• Led a service review on allocations and lettings across Together Housing Group, seeking out good practice both internally and within the sector as a whole & making recommendations on new policies and processes.• High level skills in negotiating and influencing. Show less

• Operational responsibility for 3,000 properties.• Planned and delivered £20 million investment programme via partnership arrangement with Lovells.• Managed cultural and organisational change programme following the stock transfer from Local Authority to Registered provider.• Seconded to Preston City Council to help housing management team through asset management planning process.