Customer Service Manager

CAREER HISTORY

Name Eileen Darmudas E-mail: *********@***.***

Nationality British

Address Croydon, Surrey Tel. 079**-******

Car Driver/Owner Y/Y

Employment History

Consort Property Management

Development Manager

January 2011 to present

Key Tasks

Responsible for the H&S obligations and Duty of Care imposed on the

Landlord and Lessees in accordance with lease covenants and management

agreements for private residential developments imposed upon the Company in

its capacity as Managing Agent

Responsible for the procurement and compliance for all planned and

responsive maintenance

Responsible for the administration of the S20 Process

Responsible for effective cost control, management and review of

expenditure and accounts including assisting with setting service charges

and presenting accounts of the schemes' budget

Responsible for up to 20 site specific staff - attendance, performance,

training, development and all personnel matters relating to their

employment and welfare

Responsible for purchasing and servicing all development equipment and

office essentials

Responsible for localised insurance cover and limiting loss through timely

insurance claim management

Responsible for the delivery of above standard Customer Service Delivery as

per our 'Customer Charter'

Responsible for complaint management

Build and maintain working relationships with the committee of any Resident

Association, Resident Management Company or Right To Manage Company

Attend committee meetings

Home Group

Neighbourhood Housing Manager (Contract)

September 2009 - June 2010

. Responsible for merging the activities of the Croydon Housing Office

with the East Grinstead Housing Office by the end of October 2009

. Ensure closure of all contract obligations

. Restructure the East Grinstead Office to accommodate 6 personnel and

2.5000 portfolio files

. Lead, motivate and support staff through transformation

. Review and regularise processes for all housing management functions

. Prepare and consult on 2010/11 Service Charges

. Reduce number of void properties (46 @ merger) and improve void

turnaround to within target

. Review new-build handover process to achieve zero void loss and prepare

service charge accounts

. Address all new complaints within target and conclude all outstanding

complaints within 4 weeks

. Improve housing management presence on estates and customer access and

accessibility

. Improve performance within ASB framework and seek closure on historic

cases

. Project - Tenanted block. Investigate and report on the management

issues and specific H&S concerns in addition to commercial

considerations for the block's continued viability within the managed

portfolio with costings to SMT

Metropolitan Housing Trust

Neighbourhood Manager (Contract)

August 2009 - September 2009

Responsible for the management, improvement and delivery of a first class

frontline housing service across 3,500 homes provided by a team of

Housing Officers and Customer Service staff

Accent Peerless Ltd

Housing Manager (Contract)

May 2009 - July 2009

. Manage and assist in preparing the Estate Services, Housing Management

and Income Management sections for the imminent Audit Commission's

Inspection

. Priorities: Roll out new and amended policies and operating procedures

. Interview staff and produce performance plans for 11 staff with

immediate, short and medium term actions, targets and personal

development to reflect new policies and procedures

. Host meetings of the Nuisance Strategy Group, improve participation

and representation at the Crime and Disorder Reduction Partnership

meetings, the Community Incident Action Group and the Joint Action

Group meetings

. Improve partnering relationships and move forward static programmes

and crime prevention initiatives

. Identify youth targeted diversionary activities, partners, funding,

marketing techniques and action

. Improve performance across key areas of housing management and

evidence through new Customer Satisfaction Survey and monthly system

data

. Tasks achieved with the following exceptions:

. 8 of 11 performance plans completed

. Insufficient new survey returns within period of employment to

determine level of improved customer satisfaction

February 2009 - April 2009

In Europe

Polaris VIP Rentals

Research & Marketing

June 2008 - January 2009

. Use IT to research new business areas and leads to increase the

occupation ratio within the portfolio

. Source information on competitors and their USP

. Prepare reports for discussion and consideration

Home Housing Group

Housing Manager (Contract)

January 2008 - May 2008

Head hunted at the employers request pending permanent recruitment to the

post

Priorities: Identify and implement changes to office structure to reflect

changing priorities of customer requirements and business needs

Review internal procedures for gathering information, recording, reporting

and securing in preparation of short notice internal audit

Manage ongoing high profile court cases

Priorities achieved

Dover District Council

Tenants Service Manager (Contract)

November 2007 - January 2008

Responsible to the Housing Services Manager for the operational management

of the housing management services during the post holders' maternity leave

Review and action approved changes to operational practices, conduct

performance reviews for 10 staff members, produce short and medium term

action plans, represent the housing department internally and externally to

improve partnership working and communication at all levels

Priorities achieved

August 2007 - October 2007

Seeking Opportunities

Home Housing Group

Housing Manager (Contract)

April 2007 - July 2007

. To have overall responsibility for the management of all housing

functions, staffing matters, customer service and public relations in 2

housing offices in the South-East, managing in excess of 1300 dispersed

general needs, sheltered and leasehold accommodation and 18 staff members

. Directly manage 2 Assistant Managers, 2 Maintenance Surveyors and a

Community Involvement officer

. To review and improve upon performance and customer service in all

areas of general needs, sheltered and leasehold functions within the

business units

. To identify and action non-compliance/incompetence's within the

business units and with associated partners

. Identify estate problems, produce strategic action plan, taking swift

decisive action on perpetrators of Anti-social behaviour as per

policy, procedures and in conjunction with crime and reduction

partners

. To regain the 'confidence' of the local authority, MP's and

Councillors' in the Organisation's ability to effectively manage its

housing estates and in its commitment to contribute to the Borough's

crime reduction strategy

. To identify, plan and action concerns with community safety, improve

relations with local partners and oversee community communications

. Achieved reviews in key areas and implemented successful action in

dealing with internal, partnering and external incompetence's

. Achieved acceptance of proposal for restructuring of business units.

Changes currently underway in 2 business units and will in due course

apply across all South-East business units

. Achieved ASB actions and greater security and safety improvements in

key areas of estate management through an agenda supported by the

Borough Commander, the Safer Neighbourhood Team and the local

authority's ASB Unit.

. Achieved a greater cohesive working relationship and understanding

with service users and stakeholders

. Achieved renewed confidence in the organisations ability to manage,

execute and deliver visible and tangible improvement measures and

rewarded by a significant offer of adjoining land for the development

of communal facilities

Polaris VIP Rentals

Booking Consultant

October 2005 - March 2007

. Respond to telephone and email enquiries within 1 day

. Provide service information, package details and availability of

accommodation

. Maximise opportunity to 'Sell up' optional extra's

. Liase with property Manager, Spain to ensure the Customer's booking

requirements are met

. Check full payment & deposit received as per terms & conditions

. Ensure property checks & inventory's completed and satisfactory before

refunding deposits

. Assist with booking preparations in Spain when required

West Kent HA

Housing Options Manager (Contract)

May 2005 - September 2005

. Manage the Lettings and Allocation process and reviews for 5000

dwellings

. Manage the administration of Temporary Accommodation for Sevenoaks

District Housing Register on behalf of Sevenoaks District Council

. Managed a team of 4 Allocations Officers and 2 Administrators and the

changes within the team's work by the prospective implementation of

'Choice Based Lettings'

. Devised and project managed 'data cleansing' activity of the 2000 +

strong waiting list, identify and problem solve software issues with

provider and in-house support team, discuss and implement remedies

. Identified and recommend new system requirements to board of Directors

. Reported BI-weekly to overseeing Director on developments and

improvements in all aspects of the departments work, made

recommendations for change, responded to MP and other agency enquiries

and complaints on behalf of service users, attend meetings at all

levels and represented the department and organisation at Tribunals

. Carried out duties in respect of day-to-day management of staff and

take overall responsibility for the department's performance

Ekaya Housing Association

Housing Services Manager

March - May 2005

. Responsible for the effective management of 261Generic and Leasehold

tenancies

. Responsible for the implementation of outcomes from the Best Value

review following the responsive repairs service

. Contributed to the Development brief and received handover of new

units into management.

. Responsible for the performance management of the Maintenance

Surveyor, Rent Recovery Officer, Housing Officers and 2 x Customer

Services Officers

. Responsible for the management of tenancy services, responsive and

cyclical maintenance, customer service, income recovery and legal

enforcement action

London Borough of Southwark

Housing Services Manager

January 1999 - March 2005

. Responsible for a specific 'portfolio' as 'champion' for the

Neighbourhood in respect of Customer Focus, Disrepair and Anti-Social

Behaviour Initiatives

. Responsible for the management of 11 Officers

Responsible for the management of arbitration cases, ensuring that Housing

Officers produce detailed reports

Group member of a team of Managers tasked with the investigation of all

Grievances, Complaints, Enquiries and compilation of documents for legal

remedies in respect of staff behaviour and Estate/Tenancy obligations

. Responsible for resolving complaints regarding staff behaviour and

customer care

. Responsible for team meetings, 6-monthly reviews, appraisals and

disciplinary action

. Responsible for the management of Estate maintenance delivery and

budget spend

. Responsible for co-ordinating information and documentation bundles

for legal response/action

. Responsible for managing budgets, including the review of spending

limits

Responsible for the development and effective delivery of all tenancy

management services and enforcement actions required to deliver contractual

and statutory obligations and improve the 'quality of life' for our

residents.

Deputise for the Neighbourhood Manager; manage activities, resources,

people and information in order to meet the Divisions Business Plan

objectives and performance targets across all areas of the Neighbourhood's

activities.

Audit, monitor and report on the administration, practices, procedures of

the 16 Neighbourhood Offices in the collection of rent and sundry debts

owed to the Borough

Planned and executed seasonal 'Pay your Rent' & 'Housing Benefit Uptake'

campaigns

Assist Neighbourhood's with complicated arrears cases; 6-year warrants and

the reduction of cases in excess of 10k

Provided training and advice to managers and staff in producing their

arrears reduction strategies

Reviewed policy documents, guidance notes, tenant information and software

to ensure all was fit for purpose - making recommendations for change

Oversee Waiting List and Transfer Applications - verify identification as

per Home Office guidelines

Monitor and ensure enforcement of all Term Contracts

Responsible for productive working relationship with T&R Associations on

the 'patch' and attend regular meetings to represent the Neighbourhood

Worked closely with the Contracts Manager on Refurbishment Projects and

Major Work schemes within area of responsibility and enforce estate parking

restrictions

East Thames Housing Group

Private Sector Housing Officer

October 1997 - May 1998

Inspected, acquired and managed Private Sector Properties for use as

Temporary Accommodation

Liaised with local Authorities, Landlords, external Agencies and Clients on

requirements

. Produced works specifications to comply with letting standards and

Health & Safety requirements Managed, monitored and enforced tenancy

conditions, lease and maintenance contracts.

. Provided benefits advice and assistance

. Prepared documents for Court action and carried out DIY possession

proceedings

. Check and authorise Landlord payments

Education/Qualifications/Training

Date

Peverel Group (Consort Property Management)

Recognition Award - 'GUIDE Training' (site team) significant service 2013

improvement & delivery of CS 2012

Recognition Award - Management of 2 Developments, 15 staff, Contracts

& Budget Control

Institute of Leadership & Management - Award in Team Leading Level 2 2010

Developing yourself as a Team Leader

Leading your Work team

Croydon Business Venture Ltd - Business Skills Course 2007

Business Planning, Legislation, Customer Care, Finance, Business

Administration, Health & Safety, Market Research, Marketing, Growing a

Small Business, Franchises

Chartered Institute of Management 2001 - 2002

In House (Part Studied) - LB Southwark

Best Value & Benchmarking 2001

In House - LB Southwark

What is Best Value? Performance Indicators; Resources; Analysing Data;

Devising Strategies

Supervisory Management & Development Programme 2000

In House - LB Southwark

Team Building, Development, Performance Management & Appraisal,

Productivity & Managing Change

West Ham College - RSA Secretarial (Part time) 1977 - 1979

Levels 1 & 2

Nightingale Secondary High School 1972 - 1977

'O' Level English Literature (2) English Language (2) Arithmetic (3)

'CSE' History (3) Geography (3) Domestic Science (2) Art (2)

Specialist Training

Mental Health in Housing 2002

HIV/AIDS in Housing 1995

Disrepair 2001

Substance Misuse 2002

Primary Care Trusts & Housing Services 2000

Legislation & Regulation

The Local Government Act 1988/2000/20

Immigration & Asylum Act 03

Employment Law 1999/2002/20

The Public Interest Disclosure Act (Whistleblowing) 06

Crime & Disorder Act 2002/2004/20

ASB Act/ Crime & Policing Bill 13

Respect Agenda 1998/2013

Police & Justice Act 1988/2011

Terrorism Act 2003/2013

The Environmental Protection Act 2006

The Children's Act & Safeguarding Children 2006

The Disability Discrimination Act (Equalities Act) 2006

The Human Rights Act 1990

Landlord & Tenant Act 2006/2010/20

The Housing Act 13

The Health & Safety Act (HHSRS Housing Act) 1995/2010

The Law of Property Act 1998/2000

The Leasehold Reform Act 1985/1988/20

The Employment Rights Act 12

The Statutory Dispute Regulations Act & Resolution 1985/1996/20

The Data Protection Act 13

The Smoking Ban (as it relates to housing) 1991/2004

1925

2002

1996/2004/20

13

2004/2013

1998/2005

2007

System Skills

Microsoft Word/ Excel/Access/Powerpoint

Oracle; Openhousing; Open Financials; SAP; Intranet

Citrix/QUBE: DIS,ECS

Personal Profile

. Extensive Housing Management and budgetary experience in a managerial

capacity

. Experienced at 'Hitting the Ground Running', 'Trouble shooting' and

achieving outcomes through motivational team leadership

. Managed teams of up to 11 Social Housing professionals

. Managed, monitored and reported on KPI's for housing management services

in mixed tenure Estates on: Income Collection (Rent & Service Charge),

Voids/Lettings & Allocations, Responsive Repairs, Resident Involvement,

ASB action and enforcement, Private Sector Housing Initiatives (Temporary

and Sheltered accommodation), Responsive Repairs and Complaints

Management

. Successfully planned, led and executed ASB enforcement action through an

agenda supported by Residents, the Borough Commander, the Safer

Neighbourhood Team and the local Authority

. Experienced at representing the Department with internal and external

partners, at Court and Tribunals

.

Contact this candidate