I have 4+ years experience of working in Housing Management in the UK. Responsible for managing a portfolio of 450+ properties both General Needs and Sheltered, I am proficient in identifying needs and solutions for clients from diverse ethnic backgrounds. Having gained an Advanced BTEC in Anti-social behaviour and Neighbourhood Nuisance and exceeded company KPI which resulted in increased company profitability I am highly motivated in exceeding company and clients' expectation alike. Having conducted a successful stream-lining project which reduced company costs and increased sustainability I am innovative and adaptable.
I am looking to permanently re-locate to the Brisbane area of Australia and find employment in a Social Housing Services related role where I can utilise my extensive experience in tenancy support and maintenance as well as a highly sought after qualification in Anti-social Behaviour case-working. With a proven record of advocacy on behalf of vulnerable customers I can consistently meet and exceed your company and clients’ expectations.
What I have to offer
I can bring to your company professionalism and reliability. I have 4+ years experience of working in Housing Management in the UK. Responsible for managing a portfolio of 450+ properties both General Needs and Sheltered, I am proficient in identifying needs and solutions for clients from diverse ethnic backgrounds dealing with issues such as: Homelessness, poverty, racial abuse, domestic abuse, drug & alcohol abuse and mental health difficulties.
With the ability to pay particular attention to detail, I am skilled at adapting my working practices to meet the effects of new legislation and its impact on customers’ financial responsibilities as well the social implications. I have proven excellent communication and numeracy skills and a keen, enthusiastic “can do” approach. I am a fluent English speaker with basic conversational/written abilities in both Spanish and French.
A motivated approach to the tasks in hand, ambitious and keen to progress and contribute to the organisation by working to high standards. I am responsible, dedicated, trustworthy and a person of high integrity with excellent interpersonal skills.
Guinness Hermitage – A Division of the Guinness Partnership
A Housing Association with an extensive portfolio of properties throughout England.
Assistant Housing Officer 2008 to Present
• To prioritise income recovery, property allocation to new customers and the speedy resolution of Anti-social behaviour cases to facilitate longevity of tenure and to ensure maximisation of company profitability
• Initial contact for all customer queries taking a “cradle to grave” approach to promote a consistent, customer-centred focus
• Communication via email, telephone and face-to-face to provide customers with expedited query resolution
• Working to and exceeding KPIs, targets and deadlines
Gained an Advanced BTEC in Anti-social behaviour and Neighbourhood Nuisance
Exceeded company KPI which resulted in increased company profitability
Conducted a successful stream-lining project which reduced company costs and increased sustainability
Have received numerous compliments from customers, existing and new, for my professionalism, courtesy and enthusiasm when resolving their queries.
Averys Wine Merchants
Nationwide supplier of Fine Wines & Spirits
Customer Sales Advisor 2002 – 2008
• Expediting and resolving all customer queries to company Service Standards and Time-Frames to ensure guaranteed customer satisfaction
• Sales and Up-selling of new products to increase company profitability
• Identifying potential new customers and initiating first-contact
• Liaising with delivery companies, quality control and finance departments
• Training new staff members
Gained Intermediate Certificate in Wines & Spirits (WSET)
Team Leader in Customer Care department
Created new customer accounts
Consistently met KPIs with regards to delivery times
Various Employment Agency contracts
Working for agencies in both England and Wales on temporary contracts
Administration/ Sales Advisor roles 2000 to 2002
• Office administration
• Communication with customers via letter, telephone and e-mail
• Call-centre work for High Street Bank dealing with account enquiries
Gained knowledge of the working of call-centres
Gained numerous transferable skills
Gained confidence in customer communication
BSc (HONS) Psychology 2:1 University of Wales Institute, Cardiff, UK 1997 to 2000
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