Kimberley Ellis
Milton Keynes,Buckinghamshire
Summary
As a results-driven Director of Business Improvement and Non-Executive Director, I bring extensive experience in operational management, strategic leadership, and transformation of service delivery and structures. Widely acknowledged as a customer-centric leader, I specialise in designing innovative solutions that elevate customer experience, engagement, and satisfaction. My experience spans the not-for-profit, social housing, and charity sectors, complemented by lived experience advocating for individuals with disabilities. I excel in integrating continuous improvement, design thinking, and operational excellence to optimise outcomes, using data-driven insights to enhance organisational performance. Recognised for building positive stakeholder relationships, I cultivate collaboration and high-performing teams. My expertise includes project and programme management, regulatory compliance, complaints and governance oversight, and embedding cultures of accountability and learning.
Overview
10
10
years of professional experience
Work history
Director of Business Improvement
PA Housing
09.2024 - 09.2025
- Lead strategic oversight of complaints, regulatory compliance, and business improvement initiatives.
- Implement structured frameworks for process improvement and impact-assessed changes.
- Strengthen data-driven decision-making, reporting, and performance tracking.
- Enhance cross-departmental collaboration across Complaints, Property Services, and Housing.
- Drive a culture of accountability and learning through governance forums and structured reporting.
- Key Achievements & Metrics:
- Reduced internal ‘pure' maladministration rate from 58% → 49%; Housing Ombudsman broader definition rate from 80% → 72%.
- Decreased compensation costs from £395k → £381k, despite a 64% rise in complaints (2,037 → 3,343 cases).
- Reduced Stage 2 upheld complaint rate from 90% → 70% through strengthened Stage 1 ownership.
- Launched Housing Ombudsman Team, standardising casework and embedding statutory compliance.
- Developed and implemented a compensation framework for delayed complaint responses, improving accountability.
- Oversaw NEC complaints module design, development and launch for integrated reporting and data insights.
- Introduced Root & Branch restructure proposal: Stage 1 ownership by service teams, Complaints Business Partner model, and five-stage complaints learning framework.
- Improved Tenant Satisfaction Measure for complaints from 26% → 30%.
- Established Repairs Continuous Improvement Group, targeting high-volume complaint areas and contractor accountability.
- Co-designed Vulnerability and Reasonable Adjustments Policy with resident groups, embedding inclusive practice.
Interim Head of Complaints
PA Housing
05.2024 - 09.2024
- Led complaints service review, improving governance, accountability, and service quality.
- Challenged Housing Ombudsman determinations to reinforce fairness and accountability.
- Introduced structured tracking and reporting for Ombudsman cases and organisational learning.
- Launched internal knowledge-sharing initiatives to embed lessons from complex and Ombudsman cases.
Transformation Consultant (Interim)
City of London Corporation
10.2023 - 05.2024
- Delivered service and process redesign for 2,000 Barbican Residential Estate properties, aligning with BEO Transformation Programme objectives.
- Facilitated strategic meetings with officers, members, and residents, ensuring resident-centric service improvements.
- Developed project schedules, resourcing plans, and reporting structures, achieving efficient programme delivery.
Head of Business Improvement (Interim)
Hundred Houses Society
05.2023 - 09.2023
- Established strategic and operational business improvement functions and frameworks.
- Overhauled complaints processes, introducing KPIs, management structures, and organisational learning initiatives.
- Implemented KPI framework across operations, commercial, and central services for data-driven decision-making.
Project Manager
NHS Integrated Care Board, Southwest London
01.2023 - 04.2023
- Mobilised a 4-month Intensive Support Service, delivering Positive Behavioural Support training to 373 staff across six boroughs.
- Conducted 13 comprehensive patient assessments and behavioural risk plans, supporting hospital discharges to community placements.
Head of Customer Operations
Walsingham Support
10.2021 - 11.2022
- Managed services for 190 adults with complex needs, overseeing £11m regional budget and 400 staff.
- Led service improvement frameworks, internal investigations, and portfolio reviews to enhance operational and financial outcomes.
Customer Innovation Manager
Catalyst Housing Group (formerly Aldwyck Housing Group)
10.2018 - 07.2021
- Led the transition of regional Customer Contact Centre to fully remote operations during COVID lockdown.
- Conducted Voids & Lettings review and cross-departmental complaints process improvements.
- Sponsored 16-week secondment to National Housing Federation as Go-to-Market Lead - Halting Homelessness, delivering a national digital intervention platform and presenting at NHF Housing Summit (June - October 2018).
Area Service Manager
Aldwyck Housing Group
06.2015 - 10.2018
- Managed £1.1m Learning Disability & Mental Health service budgets, leading high-performing teams.
- Implemented enhanced service standards, safeguarding policies, and financial controls.
- Earlier Roles:
- Supported Housing Team Leader / Officer - Vale of Aylesbury Housing Trust (2011 – 2015)
- Assistant Scheme Manager - Housing21 (2010 – 2011)
- Family Contact Worker - Swan Recruitment (2010 – 2011)
Education
Level 4 Certificate - Housing Practice
Chartered Institute of Housing
LCS Level 1A - Lean Awareness
IOSH - Managing Safely
Access to Higher Education - Level 3 Diploma - Health and Social Policy
CIH LVL 5 Diploma - Housing
Skills
- Strategic governance and risk management
- Regulatory compliance
- Stakeholder engagement and relationship building
- Data analysis and reporting
- Continuous improvement and process redesign
- Team leadership and development
- Customer experience and service excellence
- Effective communication skills
- Business networking and collaboration
- Conflict resolution strategies
- Change management planning
- Internal communications strategy
- Leadership excellence
- Budget management skills
- Resilience under pressure
- Creative visioning
- Critical evaluation skills
- Ethical judgment capabilities
- Customer service expertise
- Cultural awareness strategies
Volunteer Experience
Housing Diversity Network, Leadership Mentor, 2023, 2024, Mentored emerging leaders, providing guidance on leadership, career planning, and strategic decision-making., Facilitated professional development, succession planning, and networking opportunities., Cohort
Non-Executive Roles
- Non-Executive Director & Customer Services Committee Chair - Ability Housing Association
- November 2022 - Present
- Ensure regulatory and legal compliance, contribute to strategic planning and risk management.
- Scrutinise financial reports, participate in CEO and Executive Director evaluations.
- Lead Customer Services Committee, advancing excellence in customer service and governance.
Timeline
Director of Business Improvement
PA Housing
09.2024 - 09.2025
Interim Head of Complaints
PA Housing
05.2024 - 09.2024
Transformation Consultant (Interim)
City of London Corporation
10.2023 - 05.2024
Head of Business Improvement (Interim)
Hundred Houses Society
05.2023 - 09.2023
Project Manager
NHS Integrated Care Board, Southwest London
01.2023 - 04.2023
Head of Customer Operations
Walsingham Support
10.2021 - 11.2022
Customer Innovation Manager
Catalyst Housing Group (formerly Aldwyck Housing Group)
10.2018 - 07.2021
Area Service Manager
Aldwyck Housing Group
06.2015 - 10.2018
Level 4 Certificate - Housing Practice
Chartered Institute of Housing
IOSH - Managing Safely
Access to Higher Education - Level 3 Diploma - Health and Social Policy
CIH LVL 5 Diploma - Housing
LCS Level 1A - Lean Awareness
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