Alyssa Mather

• First point of contact for tenants reporting housing repair issues via phone and online forms.
• Efficiently action and prioritise repair requests using internal systems.
• Monitor and respond to departmental inboxes, ensuring smooth communication between tenants, internal departments, and external contractors.
• Provide process improvement suggestions to streamline workflows and enhance service delivery.

Proactively supported the Complaints team by:

• Investigating complex complaints and compiling detailed timelines to support formal written responses.
• Handling and resolving service requests, including one case that was successfully resolved and de-escalated to a service request.
• Gaining hands-on familiarity with the Housing Ombudsman Complaint Handling Code through practical experience.

• Delivered bespoke training programmes using behavioural analysis and positive reinforcement.
• Successfully managed scheduling, invoicing, and marketing, building a strong client base.
• Developed excellent communication and problem-solving skills through client engagement.

• Managed tenant enquiries, repairs coordination, contractor communication, and maintenance schedules across 200+ properties.
• Oversaw lease renewals and legal compliance, conducted inspections, tracked arrears, and maintained accurate data.
• Handled complex diary management and organised corporate events, demonstrating flexibility and attention to detail.