Managing Peabody’s Rehousing and Transfer register, ensuring legal compliance while providing an effective service to customers; reviewing all paperwork and procedures ensuring adherence to GDPR; Integrating the Rehousing Options Team following merger of Peabody and Family Mosaic, including analysis and implementation of new systems, policies and procedures; use of lean methodology to develop process maps and ensure best practice methods are adhered to Responsibility for developing new Team structure and job profiles, taking into account constraints and efficiency requirements following the merger Monthly KPI analysis to monitor service delivery, including customer responsiveness targets and data quality Analysing feedback from customer surveys, identifying trends and key drivers of satisfaction Deputising for the Head of Lettings as required

* Dedicated and hardworking employee with a track record of meeting targets and ensuring service standards are upheld - recipient of the 2012 Housing Options team player of the year awardChampioning customer service standards, leading by example through responding to internal and external stakeholder enquiries in a timely mannerCase managing at risk families through the transfer process and exploring all options for a move to more suitable accommodation, including processing mutual exchange requests efficiently and within the allocated timeframe Lead officer on the G15 London Moves scheme, ensuring successful transition to the Mayor’s pan-London mobility project Housing Moves Show less

Project managing and analysing stock information to identify, secure funding, and implement cycle storage units on London residential estatesStock profiling and scenario modelling of SHG stock in relation to energy efficiency requirements, with extensive use of Excel software and in house software programmes, arcHouse and SEQUEL Contributing to SHG’s Climate Change Adaptation policy and action plan through risk modelling and research Improved team working skills through cross-departmental projects, liaising with Directors and working with external stakeholders such as charities and other housing associations Show less

Responsible for the management of the Lettings service and developing a high performing team Responsible for ensuring the organisation’s general needs stock is allocated efficiently, compliantly and within acceptable performance parameters Positively leading the Lettings team through organisational change; encouraging collaborative ways of working, maintaining high standards and delivering excellent customer service Key stakeholder in the Voids & Lettings review (circa £156k void rent loss savings from 2018-19 to present) Project lead on implementation of new Voids & Lettings process, embracing quick wins and efficiencies Introduced innovative and visual tools, such as the voids and lettings tracker, to successfully monitor and achieve KPI targets Responding to complaints, escalations and public relations (MP, Mayor, Councillor and press enquiries) within defined timeframes

* Lead role in implementing crucial transfer policy changes over a phased 2 year period to align with Family Mosaic’s manifesto of “Health, Wealth and Wellbeing” * Communicating and delivering consultation on the new transfer policy to external and internal stakeholders (MPs, Councillors, Local Authorities and tenants) * Project managing new forward thinking initiatives, like the Next Steps scheme, to assist overcrowded tenants as well as upholding Family Mosaic’s “Health, Wealth and Wellbeing” manifesto * Integrated Bedroom Tax and welfare reform changes into mainstream work processes * Responding and providing a satisfactory resolution to external and internal stakeholder complaints in a timely manner to ensure customer service standards are upheld