Summary
Overview
Work history
Education
Skills
References
Timeline
Generic

Elaine Doogan

Glasgow

Summary

Dedicated Housing Officer with over 20 years experience, currently managing a patch of over 300 properties and dealing with all aspects of tenancy management. Exceptional skills in negotiation, crisis management, and critical thinking to effectively manage a diverse customer base. Possessing an extensive knowledge of tenancy issues, I use my excellent interpersonal and communication skills to manage situations as they arise.

Ability to work well within a team or to work on my own, unsupervised, ensuring that work is of a consistently high standard and that all timescales and targets are adhered to.

My organisational skills coupled with my time management skills ensure that the needs of the tenants and my employer are consistently met.

I am committed to my own personal development and will utilise any training to assist me in my role..

Overview

25
25
years of professional experience

Work history

Housing officer

Shettleston Housing Association
Glasgow
08.2005 - Current
  • Provide excellent customer service to all tenants and prospective residents in person and by telephone.
  • Manage rent arrears cases and help tenants to arrange repayment arrangements to reduce debt levels
  • Enhance tenant satisfaction by arranging swift repairs and housing improvements while managing customer expectations.
  • Manage property viewings smoothly to attract potential tenants while working to letting properties within the targets set
  • Ensure compliance with health and safety regulations to contribute to a safe living environment for tenants
  • Identifying key client needs and arranging support where necessary
  • Apply professional skills to promptly resolve complaints and avoid further escalations.
  • Conduct housing inspections and manage follow up work from this.
  • Manage difficult situations involving tenants.
  • Worked with Site Managers on the development of 4 new build sites within my patch to ensure work was to the specification agreed and to facilitate a timeous handover from the contractor
  • Produce detailed reports, accurate record keeping
  • Effectively and confidently use Microsoft office packages on a daily basis and also various in house IT packages

Housing officer

Glasgow Housing Association
Glasgow
11.2003 - 08.2005
  • Provide excellent customer service to all tenants and prospective residents in person and by telephone.
  • Manage rent arrears cases and help tenants to arrange repayment arrangements to reduce debt levels
  • Enhance tenant satisfaction by arranging swift repairs and housing improvements while managing customer expectations.
  • Manage property viewings smoothly to attract potential tenants while working to letting properties within the targets set
  • Ensure compliance with health and safety regulations to contribute to a safe living environment for tenants
  • Identifying key client needs and arranging support where necessary
  • Apply professional skills to promptly resolve complaints and avoid further escalations.
  • Conduct housing inspections and manage follow up work from this.
  • Manage difficult situations involving tenants.
  • Worked with Tenant Liaison Officers conducting march ins for several improvement projects, seeing projects through to completion.
  • Produce detailed reports, accurate record keeping
  • Effectively and confidently use Microsoft office packages on a daily basis and also various in house IT packages

Housing Assistant

Glasgow Housing Association
10.1999 - 11.2003
  • Provide excellent customer service to all tenants and prospective residents in person and by telephone
  • Enhance tenant satisfaction by arranging swift repairs and housing improvements while managing customer expectations.
  • Manage property viewings smoothly to attract potential tenants.
  • Identify key client needs and arranging support where necessary
  • Apply professional skills to promptly resolve complaints and avoid further escalations.
  • Conduct housing inspections and managing follow up work from this.
  • Managing difficult situations involving tenants.
  • Produce detailed reports, accurate record keeping
  • Effectively and confidently use Microsoft office packages on a daily basis and also various in house IT packages

Education

Level 4 Diploma in Housing -

Chartered Institute of Housing
Glasgow
2007 - 2009

Skills

  • Health and Safety knowledge
  • Data protection compliance
  • Excellent Customer Relationship Management
  • Proactive approach
  • Record keeping accuracy
  • Administration tasks
  • Time management efficiency
  • Manage customers from different backgrounds and cultures
  • Self-motivation
  • Negotiation skills
  • Crisis management and critical thinking skills

References

References available upon request.

Timeline

Housing officer

Shettleston Housing Association
08.2005 - Current

Housing officer

Glasgow Housing Association
11.2003 - 08.2005

Housing Assistant

Glasgow Housing Association
10.1999 - 11.2003

Level 4 Diploma in Housing -

Chartered Institute of Housing
2007 - 2009

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Elaine Doogan