Summary
Overview
Work history
Education
Skills
Accomplishments
References
Timeline
Generic

Chris Gwilliam

Swindon,Wiltshire

Summary

Accomplished professional with extensive expertise in leadership and staff management, service improvement and development, project and change management, and customer service. Demonstrates exceptional communication and presentation skills, coupled with strong interpersonal and negotiation abilities. Proven track record in collaborative partnership working, problem-solving, and analytical skills. Adept at budgetary and financial management, with a high level of digital proficiency in various ICT tools and platforms. Committed to driving organisational success through innovative solutions and strategic initiatives.

Overview

43
43
years of professional experience
8
8
years of post-secondary education

Work history

Projects and Policy Manager

Sanctuary Housing
2023.09 - Current

Leading a national team of project managers and business analyst to deliver on a wide portfolio of cross organisational projects including:

  • Review of service charges, generating £400K additional revenue.
  • Digitalisation of processes: housing applications, sign-up, tenancy agreements and the tenancy termination processes.
  • Developing apps and dashboards for pre void and building safety compliance inspections.
  • Implementing a Housing Officer dashboard.
  • Managing an energy hardship scheme.
  • Setting up and running food parcel scheme during Covid.
  • Updating content for new housing website.
  • Launching a building compliance pilot projects achieving 100% compliance in London and Midlands within 5 months.
  • Set up tenancy fraud initiative
  • Developed Sanctuary Housing's Policy and Procedure and Customer Involvement framework.

Manager - Housing Transformation (Secondment)

Sanctuary Housing
2022.05 - 2023.09

Provide leadership to policy development, manage housing operations projects. Manage front of house teams and provide leadership to Housing 360 compliance team.

Regional Income Manager

Sanctuary Housing
2014.09 - 2022.05

Operational management of Income Services and staff across 6 offices.

  • Managed the Income Services Team in the South West to achieve their best ever arrears performance (2.96%).
  • Developed the “case management framework” for income recovery for Sanctuary.
  • Ran the User Acceptance Testing of SAP One Sanctuary system for Income Services.

Project Manager then Team Manager (Rent Management)

Bristol City Council
2008.08 - 2014.09
  • Set up the Rent Management and Leasehold Service for Bristol City Council under the Transforming Housing Programme.
  • Successfully maintained high rental income collection rates (97-98%) whilst reducing the number of formal legal actions including evictions
  • Project managed the implementation of new payment methods and ICT systems - including card payments, telephone, internet, IVR systems and a swipe card payment service.
  • Developed processes for dealing with vulnerable customers - setting up a multi-agency case review and conference framework.
  • Implemented a money and debt advice triage service with local advice agencies.

Customer Service Manager - Special Projects

Bristol City Council
2008.03 - 2008.08

Project Manager of a successful bid to achieve Customer Service Excellence standard for front of house customer services. The first department within the council to achieve this national award.

Support Housing Manager

Bristol City Council
2000.11 - 2008.03
  • Provided management support to area office teams.
  • Designed and delivered housing management training programmes.
  • Developed and maintained policy and procedure for housing services
  • Undertake best practice research and investigate service failures.

Plus secondment to project manage 2 key projects:

1. Development of specialist new rent management service for Bristol.

2. Implemented new cash receipting and other ICT payment systems.

Principal Housing Services Officer

Somer Housing Trust (Now Curo)
Bath, Bath and North East Somerset
2000.07 - 2000.11

Managed the Tenancy Management and Anti-Social Behaviour teams and services.

Client Side Estate Management Team Leader

Bristol City Council
1998.01 - 2000.07

Set up and managed the team responsible for monitoring the performance of the DSO housing management contractor under Compulsory Competitive Tendering (CCT).

Priority Neighbourhood Housing Officer

Bristol City Council
1994.09 - 1998.01
  • Lead officer for managing 2 “priority” neighbourhoods.
  • Successfully ran a large decanting programme on 2 phases of a £10M estate action refurbishment programme.
  • Supervision of site-based staff.

Acting Senior Area Services Officer

Bristol City Council
1993.01 - 1994.09

Supervision of frontline staff and services at an area housing office – including reception, lettings, repairs teams and cashier services

Neighbourhood Housing Officer

Bristol City Council
1988.01 - 1993.12

Lead officer for tenancy management issues on an estate including – rent arrears and anti-social behaviour and resident consultation.

Area Services Officer

Bristol City Council
1982.10 - 1987.12

Assessment of housing benefit claims, allocate properties and carry out sign up of new tenancies, raise repairs orders and cashier duties.

Education

Chartered Institute of Housing APEX Short Course - Housing

De Montfort University
Leicester

BTEC Higher National Certificate Housing Studies - Housing

Soundwell Academy
Bristol
1994.09 - 1996.06

BTEC National Certificate - Public Administration - Public Services

Soundwell Academy
Bristol
1984.09 - 1986.06

Certificate SPRINT Business Process Reengineering - Business Process

University of Salford
Salford
2000.08 - 2000.08

8 GCSEs: 5 O Levels and 3 CSEs -

St George School
Bristol
1977.09 - 1982.06

Skills

  • Leadership and Staff Management
  • Project and Change Management
  • Communication and Presentation
  • Interpersonal and Negotiation
  • Collaborative / Partnership working
  • Customer Service
  • Problem solving and analytical skills
  • Budgetary / financial management skills
  • Digitally proficient in various ICT tools and platforms

Accomplishments

  • Recognised as an excellent manager in staff satisfaction surveys..
  • Award for Cross Team Collaboration on Customer Hardship Scheme.
  • Awards for successful deliver of projects for Bristo City Council.

References

References available upon request.

Timeline

Projects and Policy Manager

Sanctuary Housing
2023.09 - Current

Manager - Housing Transformation (Secondment)

Sanctuary Housing
2022.05 - 2023.09

Regional Income Manager

Sanctuary Housing
2014.09 - 2022.05

Project Manager then Team Manager (Rent Management)

Bristol City Council
2008.08 - 2014.09

Customer Service Manager - Special Projects

Bristol City Council
2008.03 - 2008.08

Support Housing Manager

Bristol City Council
2000.11 - 2008.03

Certificate SPRINT Business Process Reengineering - Business Process

University of Salford
2000.08 - 2000.08

Principal Housing Services Officer

Somer Housing Trust (Now Curo)
2000.07 - 2000.11

Client Side Estate Management Team Leader

Bristol City Council
1998.01 - 2000.07

Priority Neighbourhood Housing Officer

Bristol City Council
1994.09 - 1998.01

BTEC Higher National Certificate Housing Studies - Housing

Soundwell Academy
1994.09 - 1996.06

Acting Senior Area Services Officer

Bristol City Council
1993.01 - 1994.09

Neighbourhood Housing Officer

Bristol City Council
1988.01 - 1993.12

BTEC National Certificate - Public Administration - Public Services

Soundwell Academy
1984.09 - 1986.06

Area Services Officer

Bristol City Council
1982.10 - 1987.12

8 GCSEs: 5 O Levels and 3 CSEs -

St George School
1977.09 - 1982.06

Chartered Institute of Housing APEX Short Course - Housing

De Montfort University
Chris Gwilliam