Sarah Gould
Harlow,Essex
Summary
Experienced Housing Officer with extensive expertise in Locata housing database and Choice Based Lettings. Proven ability to work under pressure, manage a heavy workload, and conduct thorough investigations. Skilled in processing applications accurately, making fair decisions, and ensuring efficient administration. Strong background in customer service, call centre operations, and quality assurance of telephone techniques. Demonstrated success in staff recruitment, training, appraisals, and managing a team of 30 agents. Adept at improving service levels, meeting KPIs, and enhancing communication channels across the organisation. Proficient in Microsoft Office Suite, SAP, Lotus Notes, Siebel, Excel, Nortel Symposium reporting systems.
Overview
42
42
years of professional experience
Work history
Housing Options Officer (Housing register)
East Herts Council
Hertford, Hertfordshire
2006.10 - 2026.02
- Work as part of the housing register team advising and preventing homelessness. Carrying out assessment of need and making decisions on applications. Ensure the timely allocations of properties to applicants on the housing register. Undertake nominations of applicants to Private Registered Providers in accordance with published policy. Responding effectively to enquiries & ensuring a seamless service. Accurately assess, verify and process new, & change of circumstances housing register applications in accordance with the Council's Housing Register & Allocation policy. Assess eligibility - reviewing of customer applications & supporting documentation, completing back ground checks such as immigration status, verifying a household income, convictions to ensure the customer meets the recommended criteria to join the housing register & identify any possible irregularities. Assess rent accounts to ensure tenants are up to date with their rent account, prior to an offer of accommodation. I am responsible for fast tracking housing applications to ensure a speedy outcome. Responding to customer enquiries on time and through a variety of channels whilst managing customer expectations. Ensure the smooth running of CBL (Choice Based Lettings), proof reading property adverts, shortlisting, identifying successful clients for a nominations/allocation of a property based on priority. Assisting & supporting the customer with the bidding process and their housing journey. Advertising new and re-let properties for clients on the housing register. I have the skills to manage multiple properties & meet the required deadlines in the CBL bidding cycle. Amend points/eligibility as necessary. Produce acknowledgement letters advising of shortlisting decision. Carry out case reviews and update applications as necessary. Work with a diverse client group, I have built professional relationships & liaise with and provide help to professional, statutory and voluntary agencies, Government bodies, stakeholders elected members and customers as required. Complete risk assessments over the telephone or a home visit. Preparing & referring cases to the council medical advisor and management team for additional priority on the housing register. Ensure computer records and the customer file is relevant and up to date. I complete work to specific deadlines, manage a busy work load in a fast-paced environment often dealing with complex issues. Being a confident communicator I often deal with escalated housing complaints and ensure that my professional and empathetic telephone manner does not go unnoticed. A strong team player I share knowledge and best practice with my colleagues. I enjoy helping and learning from others. I have set up team nights out every 3 months to socialise out of work. Overall I provide a responsive, sensitive and professional customer support service ensuring the highest standard of service delivery.
Service Admin Office Manager
Pitney Bowes
Harlow
2006.02 - 2006.09
- Managing a team of seven staff who receive customer administration and billing issues from various parts of the business. Observing processes and procedures that were in place to make recommendations for improvement, in order to maximise revenue and introduce multi skilling of the staff.
- Six month temporary contract
Customer Service Team Manager
Motability
Harlow
1997.03 - 2005.11
- Lead, motivate and develop a team of Customer Advisors and Team Leaders to meet and exceed performance targets.
- Key Responsibilities: Understand call volumes and impacts on resourcing needs. Produce and utilise and act upon appropriate Management information /reports. Conduct regular coaching, 121's and performance reviews. Monitor and support the team. Heading weekly team meetings with staff cascading information, receiving feedback, customer needs and policy and procedures. Experience of health and safety for employees. Quality assess performance and provide feedback. Implement new procedures procedures and delegate tasks where appropriate.
- Skills needed: Adapt style to individual learning needs. Clear communicator at all levels. Strong leadership skills - working as part of a team and encourage input/idea's from others. Decision making skills and Management information. Confident with an approachable manner. Self organised and methodical. Customer focused and able to make fast accurate judgements. Ability to deal with sensitive situations. Excellent negotiation and liaising skills. Not afraid to tackle a difficult issue!
- Redundancy, company re-located to Bristol,
Administrative roles
Motability
Harlow
1989.05 - 1997.03
- Provide administrative support to the various internal departments whilst learning all aspects of the business, gaining promotion to Supervisor in 1995 and achieving promotion as a Customer Service Team Manager in March 1997 key responsibilities and skills as above
Other jobs
Various
1984.01 - 1989.01
- Worked in the retail trade, dealing with the public, face-to-face customer queries, supervising cashiers, stock take etc.
Education
Beginners & Intermediate Arabic - Languages
Valentine School
Ilford, Redbridge /2002 - /2003
Beginners & Intermediate Arabic - Languages
Valentine School
Ilford, Redbridge /2002 - /2003
City and Guilds level 2 - NVQ Customer Service
2003.01 -
Skills
- Knowledge of housing Law & Regulations
- Empathy & Listening
- Proactive & Organised
- Strong administrative skills with a keen eye for detail
- Troubleshoot & find solutions
- Writing Skills
- Choice Based Lettings and housing knowledge
- Communication & Interpersonal Skills
- Competent IT Skills
- Ability to prioritise and work accurately to exceed targets and deadlines
- Leadership skills
- Confident & self motivated
References
References available on request.
Interests
Enjoys learning new languages, dog walks and generally enjoying life. Likes watching films and going to the cinema. Others interests are travel and experiencing new cultures.
Timeline
Housing Options Officer (Housing register)
East Herts Council
2006.10 - 2026.02
Service Admin Office Manager
Pitney Bowes
2006.02 - 2006.09
City and Guilds level 2 - NVQ Customer Service
2003.01 -
Customer Service Team Manager
Motability
1997.03 - 2005.11
Administrative roles
Motability
1989.05 - 1997.03
Other jobs
Various
1984.01 - 1989.01
Beginners & Intermediate Arabic - Languages
Valentine School
/2002 - /2003
Beginners & Intermediate Arabic - Languages
Valentine School
/2002 - /2003