Sue Mclachlan Email & Phone Number

Worcester, England, United Kingdom

Leading a team of Neighbourhood Officers and Locality Operations Coordinator’s looking after approximately 8000 properties in the Severn Locality covering Malvern Hills and Herefordshire areas.

Wolverhampton, England, United Kingdom

Leading a team of 14 Customer Service Advisors and a Senior Customer Service Advisor in a Multi Channel Contact Centre Handling an average of 7000 calls a week. Monitoring performance, 121’s , performance reviews, complaint handlingCollaborating with service delivery teams, localities, income etc

Tewkesbury, Gloucestershire, United Kingdom

For Legacy Severn Vale Housing Association prior to Merger with Bromford- Manage a team of 6 Customer Service Advisors and a Complaints Co-Ordinator. Support and work closely with the Housing Officers and Repairs Service handling incoming calls, handle all incoming mail, Electronic Document Management system, Deal with low level rent arrears, rent payments, Direct Debits, Mutual Exchanges , repairs and so on. Handle all complaints across the business, carry out satisfaction surveys and ensure learning from complaints.

Malvern

Fortis Living was formed in April 2014 out of the merged Festival Housing and Worcester Community Housing Associations. Key Responsibilities:• Line management of 10-12 staff, coaching, handling performance issues, appraisals, and personal development, ensuring high standards of delivery are adhered to and strict targets and KPI's are achieved.• Setting up and relocation of the new Contact Centre from Malvern to Worcester, including staff and office relocation; recruitment of new staff and staff training; sourcing, trialling, recommending and commissioning the new CRM, phone and Omfax scripting systems; the design and go-live of the new website. Secondment, high profile project from Sept '14 to launch in April '14.• Undertaking process reviews,continuous improvement, reviewing procedures and ways of working including writing call scripts.• Handling complaints and queries relating to repairs, income management, neighbour nuisance and general housing queries.• Monitoring all incoming communications such as telephone, social media, email and web chat.• Monitoring of CRM phone stat's to determine highs and lows of customer usage, planning team rotas, co-ordinating admin work, undertaking data analysis and ensuring phone lines are resourced to reflect customer need.• Management of local offices, front line customer facing service and ensuring provision of accurate and timely administration support for other teams.

Key responsibilities:• Delivery of 8 Integration projects and lean reviews including allocations, repairs, direct debits, client/contractor, income management, setting up of the new Contact Centre.• Preparing regular progress updates for Senior Directors and the Board.• Arranging and chairing integration meetings, note taking, actions planning. • Providing regular updates of Clearview project management system. • Process reviews, process mapping, writing new processes and undertaking benefit analysis.• Clear and regular communication and updates with staff to keep them fully engaged and appraised regarding the changes.

Key Responsibilities• Tenancy and Estate Management of circa 800 properties across Festival Housing's portfolio in and around Malvern (town and rural properties).• Letting of properties: arranging viewings and signing of letting agreements with new tenants.• Undertaking regular property inspections, giving notice and generating correct and accurate paperwork at the end of tenancies. • Responsibility for handling issues relating to Anti Social Behaviour, including as Anti Social Behaviour Officer which involved preparing Witness Statements and taking eviction cases to Court.• Line management of property caretakers.

Key Responsibilities:• Customer service face to face, undertaking reception duties.• Handling cash and debit card payments from tenants.• Handling telephone calls and queries with regard to repairs, income management (housing benefit, rent arrears, bedroom tax etc.) and estate services.• Providing administration support for the Allocations team, Housing Officers and income management. • Logging repairs on the internal system, prioritising and scheduling repair and maintenance visits.

Hnc In Housing

Advanced

First Aid at Work - Appointed Person (2015) Investors in People Six Sigma Green Belt Accreditation (2014) ILM Level 3 Certificate in First.