RACHEL DONOGHUE

Started as Housing Officer May 2019 for Poole Housing Partnership (now merged with BCP Homes), responsible for neighbourhood and tenancy management, and building strong communities. Since November 2020, I have been leading the team responsible for collection and recovery of rent & recharges, and debt avoidance in social housing.

• Lead performance reviews, set achievable targets, and tailor employee feedback to facilitate professional development, identifying skills and knowledge gaps in the team.
• Support individual wellbeing and develop resilience and cohesion within the team.
• Address productivity and performance issues, motivating staff to achieve KPIs.
• Translate strategy and legislation into simple language and objectives.
• Manage improvement projects across the team simultaneously, innovating on income maximisation, and improving customer service.
• Regular liaison with partners and monitoring Service Level Agreements.
• KPI reporting and preparation of performance and statistical reports for relevant Boards and Panels.
• Ensure compliance with our own Service Standards, the Housing Ombudsman Scheme, court pre-action protocol, and relevant legislation such as the Social Housing (Regulation) Bill and the Equality Act.

Operational lead in the day-to-day running of the Village (multiple student residential sites), with budget responsibility.

• Strategically scheduled and managed between 13 and 50 staff members (depending on season), including Assistant Operations Managers, maintaining high-performing business operations.
• Managed relationships with multiple stakeholders and maintained strategic partnerships, preparing key reports.
• Worked constructively with sales team generating new business opportunities and supporting company growth.
• Developed, recommended and implemented strategies to improve employee work quality and speed.
• Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
• Conducted audits and risk assessments to achieve regulatory compliance.
• Provided Incident Management with on-call responsibility and developed business continuity plans.

• Provided professional and helpful support to new and existing clients, business partners and other suppliers.
• Prepared and presented client reports, including in-depth data and competitor analysis.
• Monitored client specific trade spend & invoicing process, as well as KPI trackers.
• Volume forecast management & client specific Cycle Planning Process.
• Engaged in team-building activities to build rapport with staff.

Operational and strategic management of multiple student residential properties, including mobilisation of new sites.

• Led and mentored direct reports for ongoing departmental success.
• Created and implemented best practice policies and processes to aid operational performance.
• Developed long-lasting relationships with local businesses.
• Negotiated contracts, managed budgets and reduced department costs.
• Worked with the local community and Council to build relationships between the business, student tenants and neighbours.
• Manged Safety and Safeguarding processes (including Ofsted requirements), training and risk assessments within the residences.
• Handled marketing responsibilities and event coordination for effective accommodation promotion and continued customer appeal.
• Developed and implemented training to induct and upskill team members.

Undertook temporary administration roles whilst seeking permanent employment.

• Started as Senior Project Administrator, supporting implementation of a new purchasing system.
• From Jan 2011, moved to PM role and led a pilot team in testing a new e-tendering system.
• Built and nurtured professional relationships with a wide range of external and internal stakeholders.
• Documented appropriate project plans, communication plans, and controls in line with change lifecycle.

Between May 2005 - Feb 2008 I worked in retail, most of that time supervising or managing others, and moved into the Barristers' Clerk position in Mar 2008 when I took up Legal Studies.