Sarah Belsher

• Develop an understanding of GLA's London Living Rent (LLR) product to create a robust service offering for customers, considering both short and long term business requirements.
• Create strong relationships with other NHG teams and departments to help manage LLR policies and procedures from development through lettings and finally to sales.
• Build and coach a team to manage LLR applicants through the letting process and into day to day management
• Maintain property lifecycle of 361 properties across 5 developments around London, from development handover, through first let, void and relet
• Working with external partners, establish eligibility criteria is met and improve customer journeys as well as looking at value for money
• Continuously review and assess LLR offer to ensure continuous improvements for both customer and business.

• Designed bespoke training plan to introduce service design methodology and project management to business improvement and applications teams
• Mentored service designer and project analyst through service design project relating tenancy life cycle
• Created a proof of concept test for new service delivery method for letting a property
• Advised on GDPR guidelines and set up research protocols for service design project management

Seconded to senior service designer from May 2018 – Oct 2018.

• As lead researcher, created and facilitated research plans, using a variety of methods.
• Trained team members in research methods to give a consistent approach across projects.
• Managed synthesis sessions and co-creation workshops to develop insights, iterations or recommendations within wider team.
• Presented findings and recommendations to stakeholders and management in show and tells, workshops and presentations.

• Successfully managed project to digitise annual satisfaction survey.
• Analysed customer survey feedback to recommend improvements within housing services.
• Created and facilitated collaborative workshops to work through problems and solutions, guiding overall strategy.
• Developed visual aids to help head of service communicate their process, performance or vision

Department Coordinator Jul 2011 – Oct 2014

• Supported Deputy Director of Housing and team with performance, compliance monitoring and recruitment.
• Onboarded, trained and coached team coordinators to support their teams.
• Managed a variety of projects including file outsource and software implementation.

Team coordinator Mar 2010 – Jul 2011

• Established team coordinator role during All Together Better project role out
• Supported housing manager and team with performance and lettings information.
• Onboarded and supported new team coordinators.
• Monitored officer performance and ensured all activities were compliant.

Senior Customer service officer Jul 2005 – Mar 2010

• Trained and coached staff to improve performance.
• Managed project to embed and maintain a diagnosis tool for staff and residents to improve repair requests.
• Seconded to systems thinking review of repairs and managed pilot team during testing.