Kessia Marsden
Kent
Summary
Experienced professional focused on housing management with strong background in tenant relations and property management. Skilled at resolving tenant issues and ensuring compliance with housing regulations through effective communication and problem-solving. Committed to enhancing community well-being and improving housing standards.
Overview
25
25
years of professional experience
2
2
years of post-secondary education
Work History
Accommodation Officer
Maidstone Borough Council
Kent, Kent
09.2024 - Current
- Managing property, rent accounts and tenant enquiries.
- Writing detailed reports, warning letters and NTQs aiding in case documentation.
- Handling sensitive information with discretion and professionalism.
- Liaising closely with external agencies such as landlords, support services, revenue and benefits, social services and external housing departments.
- providing comprehensive support and making referrals to HSS, safeguarding, CAB and external services.
- Carrying out pre and post inspections, arranging repairs and ensuring compliance.
- Working diligently under pressure whilst preserving high-quality output.
- Collaborating with colleagues for effective teamwork.
- Maintaining meticulous records to detail chain of evidence and reported incidents.
- Keeping abreast of new law enforcement techniques and methodology, maintaining strong knowledge of emerging industry advancements.
Housing Officer
Immigration and Justice G4S-Serco
Sandwell
03.2018 - 09.2024
- Managing a portfolio of approximately 100 properties utilised by asylum seekers within the West Midlands area
- Maintaining impeccable monthly inspections of properties, monitoring delivery of reactive repairs to deliver high standard of housing in line with laws and regulations
- Reporting suspicious behaviour and signs of wealth to the local authorities
- Arranging inventory delivery and low level maintenance
- Advising tenants of available options to facilitate informed decision-making at tenancy end
- Liaising with external and internal professionals to provide holistic support.
- Minimise conflict when handling complaints and communications in stressful situations.
Personal Assistant
Dudley Support Group
06.2017 - 01.2019
- Provided person-centred advice and guidance, aiding service user to progress towards independent living.
- Money management, time awareness, travel training and basic life skills
- Established and maintained working relationships with client based on trust and non-judgement.
Housing Support Officer
Smart Moves
Birmingham
01.2017 - 11.2018
- Weekly inspecting properties and monitoring vulnerable adults and ex-offenders in HMO type accommodation
- Managed a large caseload of clients covering varied needs, including mental health, homeless, alcohol and drug misuse issues.
- Documented visits, incidents, risk assessments and support plans for records and references.
- Assisted tenants to access health services, benefits, leisure and social activities
- Signpost clients to access external support organisations and health professionals
Administrator
JBConstruction
West Bromwich
04.2015 - 09.2017
- Managed office for modest sub-contracting firm. supplied inventory, performed stocktake duties and orders of additional supplies to meet staff needs.
- Liaised with clients and staff to resolve enquiries, appointment requests, and billing queries.
- Interacted with customers professionally by phone, email, and in-person to deliver accurate service information.
- Organised physical files and digitised records to support ease of access and GDPR compliance.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
- Collaborated with different departments to maintain positive rapport and smooth workflow.
- Negotiated with suppliers to develop fair and professional contracts.
Collections Advisor
Provident Personal Credit
Sheffield
06.2004 - 05.2006
- Provident personal credit, Sheffield
- DUTIES:
- Weekly, fortnightly and monthly visits to collect and issue loans and repayments to clients within the Sheffield area
- Managed personal log books and customer portfolio
- Investigated and resolved late payments.
- Strictly adhered to Treating Customers Fairly (TCF) and compliance regulations to uphold excellent and consistent standards of customer service.
- Ensured all administration was accurate and completed within agreed timescales.
Recruitment Consultant
Labour Ready
Sheffield
02.2003 - 12.2004
- Maintained high suitability standards through diligent screening, interview, and assessment processes.
- Handled end-to-end recruitment processes, ensuring smooth and swift transactions from initial advert to job offer.
- Registered new candidates, developing a wide-ranging database to meet client recruitment needs.
- Established positive relationships with prospective candidates through networking and regular communications.
Customer Service Advisor
Dixons Insurance
Sheffield
02.2000 - 04.2002
- Managed high-volume customer queries simultaneously through effective multitasking in a busy call centre
- Offered prompt solutions to maintain customer satisfaction.
- Communicated with suppliers regarding customer orders to verify availability and timeline of delivery.
- Offered detailed advice on product and service benefits.
- Adhered strictly to policies and procedures for continued company compliance.
- Assisted manager in implementing and updating procedures to sustain quality standards.
- Scheduled customer appointments, refunds and replacement products
- Established positive relationships with clients by going extra mile to build rapport.
- Recorded and processed customer data accurately.
Education
NVQ level 2 - Counselling Concepts
ABC
Dudley, West Midlands09.2019
NVQ level 2 - Understanding Autism
Somerset and Taunton College
Somerset03.2019
Functional skills level 2 - English
Dudley College
Birmingham 09.2018
Functional Skills level 2 - Maths
Dudley College
Birmingham 09.2017
NVQ Level 2 - Health and social care
Dudley College of Technology
Dudley 09.2016 - 06.2018
Diploma - Employability Skills
Dudley College
9 . 2017
NVQ level 2 - Caring for vulnerable children
Somerset and Taunton
6 . 2017
NVQ level 1 - British Sign Language
Wolverhampton College
Wolverhampton09.2009
NVQ level 1 - IT
Scargill Croft
Sheffield, South Yorkshire09.2009
Skills
- Property management and compliance
- Knowledge of welfare and benefits
- Communication and negotiation
- ASB and conflict management
- Health and safety compliance
- Social housing procedures
- Resilience and composure
- Rent arrears resolution
- Strategic planning
- Team Leadership
- Data analysis
Interests
Reading, painting, walking, volunteering.
Additional Information
- References available upon request
Timeline
Accommodation Officer
Maidstone Borough Council
09.2024 - Current
Housing Officer
Immigration and Justice G4S-Serco
03.2018 - 09.2024
Personal Assistant
Dudley Support Group
06.2017 - 01.2019
Housing Support Officer
Smart Moves
01.2017 - 11.2018
NVQ Level 2 - Health and social care
Dudley College of Technology
09.2016 - 06.2018
Administrator
JBConstruction
04.2015 - 09.2017
Collections Advisor
Provident Personal Credit
06.2004 - 05.2006
Recruitment Consultant
Labour Ready
02.2003 - 12.2004
Customer Service Advisor
Dixons Insurance
02.2000 - 04.2002
Diploma - Employability Skills
Dudley College
NVQ level 2 - Caring for vulnerable children
Somerset and Taunton
NVQ level 2 - Counselling Concepts
ABC
NVQ level 2 - Understanding Autism
Somerset and Taunton College
Functional skills level 2 - English
Dudley College
Functional Skills level 2 - Maths
Dudley College
NVQ level 1 - British Sign Language
Wolverhampton College
NVQ level 1 - IT
Scargill Croft
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