Mandy Gower
Baldock,Herts
Summary
A highly skilled professional with a strong ability to remain calm under pressure and excellent problem-solving skills. Demonstrates exceptional communication abilities and proficiency in IT, including efficient information management. Possesses Mary Gober Customer Care skills, adept at handling complaints professionally and maintaining good timekeeping. Capable of effectively collaborating with contractors to achieve satisfactory solutions, aiming to leverage these competencies in a challenging role that values customer satisfaction and operational efficiency.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Scheme manager
SNG (formerly called NetworkHomes)
Ware, Hertfordshire
01.2019 - Current
- First point of contact for tenants and contractors when refurbishments taking place.
- Handled challenging behaviour of residents, maintaining peace in premises
- .Played instrumental role in resolving tenant disputes amicably.
- Acted as primary contact to field and resolve tenant and visitor queries.
- Facilitated regular meetings with tenants to ensure excellent service provision.
- Managed all aspects of health and safety within properties, ensuring resident welfare at all times.
- Cover for other scheme managers during holidays and sickness, and have been on call to 8 schemes.
- Coordinated social activities for enhancing tenant engagement.
- Collaborated closely with other professionals such as social workers and healthcare providers for holistic support of residents. to ensure excellent service provision.
- Ensured smooth operations by effectively managing maintenance requests and repairs.
- Developed strong relationships with tenants, fostering positive community atmosphere.
- Identified opportunities for improvement within schemes by conducting regular audits.
- Facilitated building access and kept facilities appropriately secured to increase resident safety.
- Built relationships with tenants, partners and service providers to coordinate productive communications.
- Provided high quality, responsive service to tenants across varied housing services.
- Built and maintained helping relationships with elderly residents and their families.
- Safeguarded elderly residents under care, meeting individual health and wellbeing needs.
- Established daily priorities and coordinated general daily tasks to maintain smooth-running operations.
- Maintained up-to-date knowledge of and enforced health and safety precautions in social care practices.
Customer services assistant
Trivallis
Pontypridd, Rhondda Cynon Taf
04.2016 - 12.2018
- Coordinated closely with team members, achieving harmonious workplace relationships.
- Improved customer satisfaction by efficiently resolving complaints and queries.
- Boosted client relations with active listening and empathetic communication.
- Processed customer inquiries and resolved issues promptly.
- Assisted in maintaining positive and efficient customer service environment.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using knowledge of housing matters and repairs.
- Listened actively to customer concerns, confusions and needs for excellent communication.
Assessor and Support Worker
Trivallis
Ponypridd, South Wales
07.2014 - 03.2016
- Covered large areas of clients
- Assessed clients in need
- Supported clients through processes of claiming benefits, such as ESA. Personal Independence Payment and Housing Benefit
- Helped tenants to get out of debt.
- On call duties to Rhondda Cynon Taff every 6 weeks in 24 schemes.
- Dealing with emergencies.
- Using tablet to store tenants information etc.
Scheme manager
Trivallis
Pontypridd, Rhondda Cynon Taf
04.2007 - 07.2014
- First and main point of contact when major refurbishments taking place in scheme.
- Dealt with tenant disputes.
- Held regular meetings with tenants
- Dealt with tenants with challenging behaviour
- Dealt with outside agencies, such as Social Services to improve lives of tenants.
- Adhered to all Health and Safety at all schemes.
- Covered another 3 sites regularly.
Education
Bachelor of Arts - Management
Luton University
Luton 09.1993 - 06.1996
NVQ Level 2 - Sheltered Housing
Institute of Housing
StevenageSome College (No Degree) - Health And Safety Etc
NetworkHomes
PontypriddSkills
- Calm under pressure
- Good Problem-solving skills
- Excellent communication skills
- Proficient in IT and storing information in to folders
- Possess Mary Gober Customer Care skills
- Able to deal with complaints professionally
- Good time keeping skills
- Ability to converse and deal with contractors to bring about satisfactory solutions to problems
Affiliations
- Reading
- Doing complex jigsaws
Timeline
Scheme manager
SNG (formerly called NetworkHomes)
01.2019 - Current
Customer services assistant
Trivallis
04.2016 - 12.2018
Assessor and Support Worker
Trivallis
07.2014 - 03.2016
Scheme manager
Trivallis
04.2007 - 07.2014
Bachelor of Arts - Management
Luton University
09.1993 - 06.1996
NVQ Level 2 - Sheltered Housing
Institute of Housing
Some College (No Degree) - Health And Safety Etc
NetworkHomes
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