Kim Avery

Company Overview: Social Landlord providing homes and services to over 80,000 households.

• Strategic lead on design and implementation of our Customer Experience Strategy.
• Leading and inspiring our Customer Experience Teams to deliver a sector leading service - including Call Centre, Complaints, and Customer Engagement Teams
• Design and implementation of an inclusive customer engagement strategy ensuring the voice of customers is at the heart of the business and heard in the Board Room.
• Full responsibility for risk management and compliance with Housing Ombudsman’s Complaint Code and Consumer Standard – Transparency, Influence and Accountability Standard.
• Development of BI reporting to ensure inclusive services are developed and adapted in line with customers needs, triangulation of data to inform service improvement initiatives.
• Driving business improvements from root cause of complaints and failure demand.
• Development of our digital offer for customers and conversion of customers to use self serve.
• Delivery of services in line with key business measures, within budget, and meeting regulatory requirements.

Key Successes

• Redesign of complaint handling approach and early resolution to achieve over 85% of responses on time in line with Housing Ombudsman statutory Complaint Handling Code
• 90% of colleagues in my team rate Bromford as a great place demonstrating a positive culture where both colleagues and customers thrive.
• Centralisation of 5 Contact Centres into a single Service Centre reducing average waiting times for customers from 10 minutes to under 2 minutes. Reduction of failure demand to below 5% from 26% by influencing leaders to improve services.
• Design and implementation of sector leading customer engagement strategy approved by TPAS
• Digital transformation lead in the area of customer experience leading to implementation of new housing system and customer portal
• Co Founder of Customer First Club involving more than 30 social landlords to influence service quality and performance in the sector.

• Support and guidance on overall business strategy.
• Design of implementation plans and evaluation of effectiveness.
• Collaborated on business plans, resulting in successful execution of projects.
• Provided counsel during crucial negotiations, leading to favourable agreements and eventual sale of the company.
• Developed governance strategies to ensure company compliance and integrity.

• Company Overview: (major call centre outsourcer)
• Set up and leadership of a multi media contact centre handling bookings for over 10,000 client organisations.
• Driving customer contact strategy to ensure all marketing, advertising and contact activities generate the highest level of income possible for the business.
• Generation of in excess of £13 million income per year.
• Working with clients of Capita in a Consultancy capacity on call centre set ups and improvements.
• Managed team dynamics by implementing conflict resolution strategies.

• Customer Contact Manager – Leadership of call centre and Complaints Team.
• Internal Consultant, Fast Fix (part of SSW Group at that time which migrated into Homeserve).
• Quality Assurance Analyst.
• Senior Customer Services Assistant.