Summary
Overview
Work history
Education
Skills
Timeline
Generic

Danielle Hoyle

Haywards Heath,East Sussex

Summary

A seasoned professional with extensive expertise in housing management at a senior level, demonstrating exceptional skills in safeguarding, tenancy and property management, and operations management. Adept at handling complex housing legislation including ASB, fraud, legal notices, and arrears, while ensuring effective complaints handling and crisis resolution. Committed to fostering cultural awareness and empathy in customer service environments, with a focus on mentoring and coaching for people management excellence. Career goals include driving impactful change within the housing sector through strategic leadership and innovative solutions.

Offering strong communication and interpersonal skills, combined with compassion and patience. Knowledgeable about supporting individuals with diverse needs and creating positive environment. Ready to use and develop empathy, organisation, and teamwork skills in any given job role.

Overview

25
25
years of professional experience
2
2
years of post-secondary education

Work history

Customer Liaison Manager

The Guinness Partnership
01.2023 - 07.2025
  • Lead and motivate a team of mobile Customer Liaison Officers to deliver a visible, accessible face-to-face service to renting customers, homeowners and shared-owners in the Guinness Service Style.
  • Effectively manage resources, diaries and CRM activities to complete actions on time, ensure customers' appointments are attended and that the workload is distributed fairly and flexibly to meet demand.
  • Lead weekly operational, and monthly performance, meetings with Asset Services, Estate Services, Specialist teams and others to get things done for customers which meet or exceed customers' expectations.
  • Remove blockers, develop and motivate a team of housing professionals (customer liaison officers) to perform at their best, by coaching motivating and leading. This done through monthly one to ones and yearly performance reviews.
  • Provide training and guidance on Guinness policies and housing legislation where required.
  • Deliver high levels of employee engagement through regular contact, performance management and creating a sense of team.
  • Use data to monitor own performance and that of others, taking action to improve as necessary.
  • Achieve targets for rent arrears, re-let times and lettings satisfaction.
  • Create and sustain a great place to live by making sure our estates are well maintained, Health & Safety and compliance actions are completed on time, and anti-social behaviors, fly-tipping, graffiti and safeguarding alerts are addressed.
  • Be a key contact for local stakeholders across the operating area. Promote a positive perception of Guinness with both stakeholders and customers thereby enhancing our reputation in the area.
  • Manage a budget for my team ensuring we achieve VFM whilst meeting the needs of the customer.
  • Role model the Guinness behaviors.

Housing Operations Manager

Blue Square Residential
01.2022 - 02.2023
  • Managing and overseeing tenancy applications.
  • Managing and supporting housing officers to deal with complex anti social behavior cases & complex tenancy issues.
  • Having regular multi agency meetings to discuss complex cases and finding the best solution for all parties.
  • Working and building relationships with stakeholders (housing providers, social services etc.).
  • Managing day to day repairs and working with contractors.
  • Managing & overseeing complex repairs and voids.
  • Business and lead development on new projects, e.g. new properties or new contractors.
  • Complaint lead for the business, dealt with all complaints that came into blue square.
  • Engagement lead for the business / bringing together various stakeholders.
  • Anti social and community lead, offering advice and support to housing officers.
  • Fraud lead, Investigating and dealing with tenancy fraud and subletting.
  • Managing checking and processing invoices.
  • Service charge and rent settings.

Senior Housing Officer

Notting Hill Genesis Housing
01.2012 - 01.2022
  • Supporting vulnerable tenants with complex housing matters.
  • Managing rent arrears and issuing legal notices if required.
  • Analyzing arrears patterns and information to present to senior management.
  • Gathering customer service information for reports and key performance indicators.
  • Managing customer success and expectations for the business.
  • Taking charge of complaints and casework.
  • Managing budgets to ensure the trust's homes are kept to a high standard.
  • Dealing with outside agencies to help resolve complex housing cases such as ASB, tenancy fraud and support needs.
  • Liaise with the local authority and local police community support team.
  • Helping tenants/potential tenants understand the housing legalization and law.
  • Safeguarding lead.
  • Dealing with tenancy fraud, subletting.
  • Void and disrepair management.
  • Repairs management.
  • Service charge setting.
  • Managing complex anti social behavior case.

Revenues Officer

Hillingdon Council
01.2008 - 01.2012
  • Helping the local authority collect council tax and maximize collection rates.
  • Understanding council tax legalization and applying this to case work.
  • Dealing with legal notices and helping tax payers to understand these notices.
  • Providing debt management to help support those with council tax arrears.
  • Working with external agencies to ensure all methods of collection are used such as the department of working pensions.
  • Complex revenues case work and investigation.
  • Complaint investigations.
  • Working and attending local magistrates court to support the revenues team with legal matters, such as court summons.
  • Fraud and money laundering investigations.
  • Processing council tax support applications.
  • Data analyzing - for non payments, etc.

Customer Service Team and Project Team Leader

Tri-Star Chauffer Company
01.2007 - 01.2008
  • Managed small team who managed and dealt with all bespoke transport requirements for a large client.
  • Worked on business improvement projects with the client.
  • Analyzing customer data trends and patterns to maximize business opportunities.
  • Leading and supporting the team with a new way of working.
  • Working closely with PAs to organize events.
  • Helping to resolve various customer complaints.
  • Analyzing reports for senior management.
  • In charge of customer satisfaction and success.
  • Helping set up the team and ensuring its success.
  • Staff management (one to one's, coaching and training).
  • Project management (junior level).

Sales Advisor

Continental Tyre Group Ltd
01.2006 - 01.2007
  • Dealing with sales on a large number of products.
  • Providing customers with detailed information on our products.
  • Supporting senior account managers to ensure maximum success.
  • Helping to resolve customer complaints.
  • Cold calling and mystery shopping exercises.
  • Working in a team, as well as independently.
  • Training and coaching new members of staff.
  • Account management.
  • Commercial management.

Communications Officer

Metropolitan Police Service
01.2001 - 01.2006
  • Answering emergency calls from the public and analyzing security information whilst remaining calm showing empathy understanding and compassion in times of distress.
  • Analyzing intelligence and finding the information to assist with emergency calls, security checks, local intelligence.
  • Assisting officers on the street with emergency incidents, providing support when required.
  • Operating the PNC (police national computer).
  • Controlling critical incidents - such as firearms incidents and police chases.
  • Providing the public with support and advice on various law enforcement issues.
  • Gathering evidence during emergency incidents for potential court cases.
  • Working closely within a team in a high pressured environment.
  • Dealing with people displaying a wide range of emotions from being upset distressed to being obstructive, abusive and aggressive whilst remaining professional.
  • Remaining calm under pressure.
  • Safeguarding the officers on the street who are dealing with life threatening situations.
  • Working alongside the London ambulance service.
  • Casualty bureau trained dealing with national and international emergencies.

Education

High School - Maths, English

Walford High School

A Levels - English, Theatre Studies

CIH level 3 -

chartered institute of housing
09.2023 - 07.2025

Skills

  • Safeguarding
  • Customer focused
  • Tenancy and property management
  • CRM Case management
  • Business improvement
  • Operations Management
  • Housing management on a senior level
  • Great Communications skills
  • Housing legislation (ASB, fraud, legal notices, arrears)
  • Complaints handling
  • People management
  • Engagement lead
  • Repairs and Void management
  • Influential communication
  • Customer relationship management systems
  • Diplomatic communication
  • Crisis handling
  • Mentoring and coaching
  • Customer Service
  • Leadership skills
  • Cultural awareness
  • Exceptional empathy and compassion

Timeline

CIH level 3 -

chartered institute of housing
09.2023 - 07.2025

Customer Liaison Manager

The Guinness Partnership
01.2023 - 07.2025

Housing Operations Manager

Blue Square Residential
01.2022 - 02.2023

Senior Housing Officer

Notting Hill Genesis Housing
01.2012 - 01.2022

Revenues Officer

Hillingdon Council
01.2008 - 01.2012

Customer Service Team and Project Team Leader

Tri-Star Chauffer Company
01.2007 - 01.2008

Sales Advisor

Continental Tyre Group Ltd
01.2006 - 01.2007

Communications Officer

Metropolitan Police Service
01.2001 - 01.2006

A Levels - English, Theatre Studies

High School - Maths, English

Walford High School

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Danielle Hoyle