Summary
Overview
Work History
Education
Skills
References
Training
Timeline
Generic
Claire Vinent

Claire Vinent

Ackworth, Nr Pontefract

Summary

Customer insight professional with considerable experience driving change and ensuring tenants’ views shape services. Ten years’ experience in the housing sector. Qualified workplace coach.

Overview

18
18
years of professional experience

Work History

Customer Insight Manager

Wakefield and District Housing Ltd (WDH)
01.2018 - Current
  • As Customer Insight Manager at WDH I lead the insight function to ensure our customers in over 32,000 properties are at the heart of what we do
  • The Insight Team works across every WDH directorate, carrying out research and engaging with tenants, employees, and external stakeholders to provide timely and useable insights to drive business change and service development
  • My key responsibilities include: developing, promoting, overseeing and reporting on the annual Customer Insight Programme at WDH, which amplifies the voices of tenants, employees and stakeholders to drive service change, development and continuous improvement; planing, managing and delivering key Customer Insight programme projects including the Tenant and Employee Surveys and the organisation-wide, realtime Voice of the Customer Programme; ensuring WDH meets tenant satisfaction and engagement requirements set by the Regulator of Social Housing; providing business support for front-line managers and senior management, and management information for the Board and Corporate Management Board (CMB), using a wide range of sources to build a comprehensive organisational knowledge base of business intelligence and presenting this in an accurate and user friendly format; providing a comprehensive customer insight and research service ensuring that the business has up to date insight and intelligence to identify risks and inform decisions; managing the tenant scrutiny function at WDH to ensure appropriate scrutiny arrangements that meet regulatory requirements are in place; managing the WDH Customer Panel to ensure tenants can participate in scrutiny, consultation and research projects; line management of four direct reports, one responsible for the Market Insight Team and one the Scrutiny Team; and managing the Foundation Grant Scheme, which awards approximately £90k in grants annually to fund professional training and qualifications for WDH residents.

Digital Communications Consultant

Yager Computer Services
03.2017 - 01.2018
  • Key responsibilities: Carrying out strategic reviews of clients’ digital strategies and building sustainable roadmaps to ensure growth and development
  • Conducting social media, branding and marketing reviews, optimisation and training
  • Reviewing internal and team communications to make best use of channels and platforms such as Slack, Trello, Yammer and Skype
  • Designing and building Wordpress websites that sit strategically within a client’s portfolio of communications
  • Content strategy, design and creation
  • Maintaining a tailored, professional and consistent touchpoint and level of service for >500 clients of varying sizes with varying budgets
  • This often involves co-ordinating projects, trouble-shooting and innovating
  • Building strong relationships with both domestic and business clients, including engineering firms, warehousing companies, charities, utility brokers, nurseries, private detectives and estate agents.

Content Team Manager & Workplace Coach

Joseph Rowntree Foundation (JRF) and Joseph Rowntree Housing Trust (JRHT)
11.2015 - 03.2017
  • Key responsibilities: Overseeing 5 direct reports and >50 freelancers, agencies and volunteers
  • Managing the Content Team, responsible for external and internal content strategy, planning and creation
  • Overseeing >150 projects per year and ensuring delivery of strategic aims with return on investment and sustainability in mind
  • Managing £230k annual budget plus projects with budgets of up to £270k to ensure expenditure achieves return on investment and value for money
  • Operational target setting and risk management across all activities
  • Brand management and safeguarding heritage
  • Developing a content strategy for external and internal communications to achieve strategic and business plan priorities
  • Leading organisational change to transition to a digital-first operation, including reviewing skills and people development
  • Advising on user experience, branding, copyright and research commissions
  • Managing procurement - contractors and suppliers
  • Ongoing role as Workplace Coach with a focus on leadership, coaching JRF/JRHT and York Hospital staff to director level
  • Key achievements: Launch of JRF’s flagship Solving UK Poverty campaign (covered by PR Week), which later ensured JRF won Prospect Magazine’s ‘Think Tank of the Year’ award
  • Being nominated for Team Manager of the Year 2016
  • Inheriting a new budget responsibility, identifying a deficit of £75k and associated risk, and bringing projects in within budget by year end.

Head of Digital & Content (Acting)

JRF and JRHT
09.2012 - 08.2014
  • Key responsibilities: Managing 2 direct reports, team of 4 in-house staff, freelancers and agencies
  • Managing £290k annual budget
  • Leading on user and visitor experience across digital channels and platforms
  • Project managing technical development of www.jrf.org.uk, www.jrht.org.uk, the JRF/JRHT's intranet, and other sites in the JRF/HT's web portfolio
  • Developing individual strategies for the JRF/JRHT's web and intranet services
  • Overseeing an effective publishing strategy across print and digital platforms
  • Leading development by identifying trends and industry best practice and conducting research into customer requirements/behaviours
  • As a member of the management team, planning, directing and developing strategies for the JRF/JRHT's web and intranet services plus wider corporate strategies
  • Key achievements: Completing strategic review of user experience and operations and creating a roadmap for digital transformation
  • This included managing internal communications to ensure colleagues were inspired and enthusiastic to be part of digital change
  • Pitching for and securing £250k funding for new websites and improved digital offering
  • Introducing JRF and JRHT’s first mobile websites and service functionality for visitors.

Lead Content & Publishing Manager

JRF and JRHT
03.2011 - 08.2012
  • Responsible for managing JRF’s publishing strategy and modernising the product range, I managed a team of three in-house plus freelancers and agencies
  • My biggest achievement was being one of two leads responsible for rebranding JRF and JRHT
  • Also responsible for Internal Communications publications and resident and tenant communications for JRHT, including Britain In Bloom award-winning public information resources.

Senior Sub-editor

Touch Briefings
10.2007 - 02.2011
  • Responsible for managing the editing of 30 medical and energy journals and magazines
  • This included co-ordinating five freelancers and liaising with clients such as BT, SAP and Pfizer.

Onsite Assistant

SeeTickets
11.2006 - 03.2009
  • After working in customer services, I progressed to onsite team work at national events such as Radio 1’s Big Weekend, the Wine Show and the Brit Awards.

Education

Leeds Executive Leadership Apprenticeship -

The University of Leeds
08.2024

BA English Studies & Philosophy -

The University of Nottingham
01.2006

Skills

  • Qualified Institute of Leadership and Management Level 3 Workplace Coach
  • Experienced user of: Quark, QPS, Word, Excel, PowerPoint, Dataflex, Callmedia, e-mail and Internet, Windows OS and Mac OS X, Twitter, Facebook, LinkedIn
  • Proficient user of: Illustrator, Photoshop, Microsoft Dynamics CRM, Drupal, Google Analytics, InDesign

References

available on request

Training

  • 2020 – WDH Resilience Training, General Data Protection Regulation, An Introduction to Universal Credit Full Service, Equality in the Workplace, Health and Safety for Business Leaders
  • 2018 – Remarkable Intent Based Leadership Training
  • 2017: Gather Content Content Strategy Masterclass
  • 2016-2017: JRF Leadership & Management training Public Speaking, Lobbying, Stakeholder Management and SEO
  • 2014 – Web Experts Digital Project Management; Institute of Leadership & Management: Coaching level 3 diploma
  • 2013 – Peppermint Presentation skills and negotiation training; Econsultancy Content strategy for the web
  • 2012 – Joseph Rowntree Foundation Management and Leadership Development Programme Learning & Development, Attendance Management, Confident Conversations, Discipline & Grievance management

Timeline

Customer Insight Manager

Wakefield and District Housing Ltd (WDH)
01.2018 - Current

Digital Communications Consultant

Yager Computer Services
03.2017 - 01.2018

Content Team Manager & Workplace Coach

Joseph Rowntree Foundation (JRF) and Joseph Rowntree Housing Trust (JRHT)
11.2015 - 03.2017

Head of Digital & Content (Acting)

JRF and JRHT
09.2012 - 08.2014

Lead Content & Publishing Manager

JRF and JRHT
03.2011 - 08.2012

Senior Sub-editor

Touch Briefings
10.2007 - 02.2011

Onsite Assistant

SeeTickets
11.2006 - 03.2009

Leeds Executive Leadership Apprenticeship -

The University of Leeds

BA English Studies & Philosophy -

The University of Nottingham

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Claire Vinent