What We Do
H&F Homes
Hammersmith and Fulham Homes was established in 2004 and it is our top priority to deliver our huge decent homes programme. We know that our residents are also looking for something more – better customer services and value for money.
THIS POSITION HAS BEEN FILLED
Customer & Quality Services Manager
to £45,000 per annum
H&F Homes is creating a new approach to customer services and require bold new initiatives and fresh thinking. To achieve this objective we are forming a new customer services team to lead change and meet new targets for resident satisfaction.As Resident satisfaction is key to our success in the future, we must improve our understanding of the views of our tenants and leaseholders and learn from the issues arising and feedback that we receive. We need to understand why things go wrong and, more importantly, what plans need to be put in place to improve the service.
We have an opportunity for a Manager to work with the new Management Board to develop a strategy for improving the quality of services provided which will involve analysis of resident surveys and customer opinion plus a process of professional audit. Working alongside the operational managers you will be reviewing and developing major programmes such as estate services and repairs as well as image and branding. The development and implementation of a resident involvement strategy will also form a key part of our work programme.
A demonstrable track record in delivering a high quality service is essential as well as the ability to instil confidence into Board Members and elected Councillors. Knowledge of housing services and the regulatory system will be an advantage but the real skills we seek are the ability to listen to customers, identify solutions and initiate change.
To apply, please contact Cathy Walsh on 020 7264 1020 or send your CV and covering letter, quoting current salary earnings, to cwalsh@trianglepartners.co.uk or The Triangle Partnership, 6 Lloyds Avenue, London EC3N 3AX.
Closing date 1st October 2008.
