I manage and coordinate the day-to-day operations of JRHT's front-line customer service. I ensure all queries are handled in a professional and sensitive manner. This ensures the best possible outcome for customers. I provide efficient and prompt administrative and organisational support for our repairs and housing functions. I review and plan daily resource requirements. This ensures all key service areas are adequately fulfilled and key objectives are met. I monitor and distribute the workload. I ensure that motivation and performance levels are maintained. I identify and support training and development for our team members. I escalate issues affecting service to the relevant areas within JRHT.
I enjoy managing and supporting a team that works hard to respond quickly and professionally to our customers. There is never a dull day. I enjoy the challenge of balancing responding to calls with the many administrative tasks linked to our housing service. I really enjoy working as part of a team. I encourage them to propose solutions or service improvements. I then progress and implement these.
I have over 15 years’ experience of managing teams to achieve both personal and organisational objectives. I also have experience of analysing operational requirements, process mapping and translating to software development. My qualifications include:
- Workplace Coaching and Mentoring ILM Level 3.
- Leadership and Management Level 3.
- BTEC National Diploma – Business & Finance.
- LLB Law (Hons).