Charlotte Gibbons
Eastry,Kent
Summary
I am a highly motivated Stock Condition Surveyor with a strong background in conducting detailed surveys and assessing building performance. My experience includes extensive work in domestic energy assessments, EPC evaluations, and energy efficiency improvement measures. More recently, I have taken on the role of Energy Efficiency Contract Manager, overseeing retrofit projects and working closely with stakeholders to deliver energy-efficient solutions. While I have gained valuable contract management experience, my passion remains in the core aspects of stock condition surveying, and I am eager to return to this area.
My work in energy efficiency has enhanced my understanding of building performance, and I bring a fresh perspective on how energy improvements can align with long-term maintenance and condition assessments. I am confident that my technical knowledge, combined with my strategic thinking and ability to engage with stakeholders, will make me an asset to your team. I am committed to ensuring that properties are in optimal condition, both from a maintenance and energy efficiency standpoint, and am excited about the opportunity to apply my expertise in a Stock Condition Surveyor role once again.
Overview
14
14
years of professional experience
Work history
Energy Efficiency Contract Manager
West Kent Housing Association
, Kent
02.2025 - Current
- Contribute to the Asset Management Strategy, ensuring goals for EPC C by 2030 and Net Zero Carbon by 2050 are achieved.
- Oversee the design, procurement, and delivery of energy efficiency projects, managing contracts from planning through to completion, ensuring resident communication and KPI compliance.
- Monitor energy performance of properties, ensuring regulatory compliance and preventing fuel poverty impacts.
- Provide regular progress reports to senior management, tracking milestones for energy efficiency goals.
- Secure funding for sustainability initiatives, including ECO, Warm Homes Fund, and carbon credits.
- Collaborate on policy development, researching and recommending new technologies to improve energy efficiency.
- Represent the organisation at industry events to build key relationships and gain insights into new energy solutions.
Stock Condition Surveyor
West Kent Housing, Baily Garner, Ridge & FFT
, Kent
01.2021 - 02.2025
- Conduct technical Stock Condition Surveys for a wide range of property types, including houses, bungalows, flats, bedsits, blocks, and sheltered schemes, ensuring thorough assessments of both occupied and void properties.
- Complete surveys within scheduled timeframes, efficiently managing and prioritising property addresses to meet deadlines.
- Utilise handheld tablets to capture accurate data on-site, ensuring all completed stock condition data was remotely synced back to the central system on a daily basis for real-time updates.
- Diagnose and report property defects during surveys, including damp and mould issues and HHSRS (Housing Health and Safety Rating System) concerns, ensuring prompt identification and resolution of maintenance needs.
- Consistently ensured that, when surveying occupied properties, the customer’s needs are prioritised, maintaining excellent customer service and communication throughout the process.
- Upheld the highest health and safety standards, strictly adhering to all relevant legislation and company H&S policies to ensure the safety of customers, colleagues, and stakeholders during site visits.
- Worked collaboratively with the maintenance and repairs teams to ensure timely and accurate reporting of property conditions, contributing to improved operational efficiency.
Domestic Energy Assessor
Estate Agents/ Pennington Choices / Freelance
09.2021 - Current
- Conduct regular appointments to produce accurate and compliant Energy Performance Reports for a variety of residential properties, ensuring EPC ratings are meticulously assessed and documented in line with industry standards.
- Create and maintain accurate records—both computerised and manual—ensuring all data is up to date and readily accessible for decision-making and compliance purposes.
- Produce detailed floor plans as part of comprehensive energy assessments, enhancing the quality and clarity of energy efficiency reports.
- Complete Heat Pump Surveys to assess the suitability and performance of systems, providing actionable recommendations for improvement and energy efficiency optimisation.
- Develop and submit all assessments to the Government register promptly, ensuring compliance with national energy regulations and reporting standards.
- Provide detailed retrofit recommendations to improve energy efficiency, aligning strategies with government targets for achieving carbon net zero by 2050.
- Leverage Government guidance and regulations to suggest cost-effective improvements for raising EPC ratings to C or above, including measures like insulation upgrades, renewable energy solutions, and modern heating systems.
- Collaborate with property owners and stakeholders to propose practical retrofit measures, supporting compliance with low-carbon housing requirements while improving energy performance.
- Prioritise daily targets, balancing survey volume and quality to meet or exceed goals in accuracy and output.
- Demonstrate exceptional customer service skills, engaging with clients professionally and addressing concerns with courtesy, ensuring all interactions meet high standards of customer care.
Cancer Navigation Manager
East Kent Hospital
01.2020 - 01.2022
- Manage 15 staff across 3 hospital sites
- Performance Review and Development
- Forward planning and Business continuity
- Operational Development
- Integration of COVID practice and COVID tracking for all cancer patients Trust Wide
- Implementing and delivering the COVID vaccine programme for all Cancer patients
- Track Cancer Data, escalating any concerns-RTT,PTL
- Complaint investigations working in conjunction with PALS
- Staff Recruitment and Training
Service Manager
Integrated Care 24
09.2018 - 01.2020
- Manage a Team of 60 Navigational Staff
- Performance management
- Rota forecasting and staff planning
- Review absences- Including investigations and disciplinary
- Recruitment and interviews completing relevant HR/Resource paperwork
- Mentoring and training
- Integration of new services and models - CAS/IUC
- Liaise with Operations and external partners to ensure adherence
- Maintain operational KPI's across all contracts, Integrated and Non- integrated contracts in accordance with local/National SLA's
- Work closely with all Executives to maintain operational services
- Probations and PDR's keeping up to date records of all staff training and achievements.
Senior Dispatch Controller
Integrated Care 24
01.2017 - 08.2021
- Ensure Patients are directed to the most suitable location for care
- Monitor Clinical Activity to ensure patient care
- Despatch patient calls to the nearest car geographically within the required time to avoid breaches
- Prioritising Calls due to disposition
- Escalate any concerns in real time to the Operational Manager
- Reporting incidents
- Oversee Clinical capacity within the locality
- Support Junior members of the Team
- Forward planning rota forecasting.
Dispatcher
Integrated Care 24
11.2016 - 01.2017
- Decision Making/ Responsibility - Making decisions on where patients should be based, explaining delays
- Pro-active - Begin Comfort Calling, booking appointments
- Maintain Confidentiality- Adhere to Data Protection rules
- Attention to Detail - Ensure that all faxes and information have been diligently relayed where necessary, accurately record all essential information on Cleo/System one.
Customer Service Representative
NatWest Bank
12.2011 - 04.2013
- Customer Focus-Assisting with banking enquires, providing them with the best possible solution that will suit theirneeds
- Accuracy to detail -Providing customers with information about additional products that the bank provided so allowing them to make an informed decision as to whether they would like any further benefits or services
- High level of customer service as to give them the greatest experience possible
- Administrative - Customers had signed correct documentation then to be sent off to relevant departments so that their account could be altered
- Time Management -Diaries to manage and had to plan other colleagues' days by arranging appointments for customers
- I had to manage my client list and make regular telephone calls to make sure customers were happy with the service they were receiving
- Multitasking - Completing paperwork and making relevant calls to customers and departments
- Here I was able to improve my proficiency in not only customer service but receptionist roles and duties.
Education
NVQ Level 3 - Domestic Energy Assessor
City And Guilds
Kent09.2021
NVQ Level 3 - Management and Leadership
ILM
Kent05.2017
A-Levels -
Fort Pitt Grammar
Kent09.2009
GCSEs - GCSE
FORT PITT GRAMMAR SCHOOL, FORT
Kent2007
Skills
- Excellent organisational skills
- Prioritises effectively
- Demonstrated aptitude to work well
under pressure - Proven ability to work independently
on own initiative
- Excellent communication skills at all
levels - Patience and diplomacy
- Remote working
- Schedule management
Additional Information
Cleo, System1, Allscripts, Koms, EPR, EDN, Infoflex, DATIX, DartOCM, Cisco, and Microsoft Packages - Excel, PowerPoint, Word,
Accomplishments
Acknowledged by management for consistently demonstrating a positive attitude and exemplary behavior. Successfully adapting to and thriving under pressure during the COVID-19 pandemic, while effectively implementing key procedures and practices throughout this challenging period.
Personal Information
Adaptable in learning new systems with a desire to make positive changes to services provided.
Timeline
Energy Efficiency Contract Manager
West Kent Housing Association
02.2025 - Current
Domestic Energy Assessor
Estate Agents/ Pennington Choices / Freelance
09.2021 - Current
Stock Condition Surveyor
West Kent Housing, Baily Garner, Ridge & FFT
01.2021 - 02.2025
Cancer Navigation Manager
East Kent Hospital
01.2020 - 01.2022
Service Manager
Integrated Care 24
09.2018 - 01.2020
Senior Dispatch Controller
Integrated Care 24
01.2017 - 08.2021
Dispatcher
Integrated Care 24
11.2016 - 01.2017
Customer Service Representative
NatWest Bank
12.2011 - 04.2013
NVQ Level 3 - Domestic Energy Assessor
City And Guilds
NVQ Level 3 - Management and Leadership
ILM
A-Levels -
Fort Pitt Grammar
GCSEs - GCSE
FORT PITT GRAMMAR SCHOOL, FORT
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