Shantel Marie Watt
London
Summary
PERSONAL PROFILE A highly motivated and focused individual with a can do attitude. Possessing the ability to overcome obstacles exceptionally and exceeds expectations. A dedicated and diligent worker with a proven track record of commitment to obligations. Is able to produce an excellent standard of work in all areas of endeavour and very effective as either part of a team or working independently also. Socially outgoing and well suited to working with people from all backgrounds and now looking for an opportunity to grow, utilising the skills and experience acquired in an administrative capacity, working to the best advantage of any organisation.
Overview
20
20
years of professional experience
Work history
Housing Officer
Peter Bedford Housing Association
North London, England
2025.08 - Current
- Improved housing standards with regular property inspections and maintenance coordination.
- Promoted tenant participation in decision-making processes enhancing sense of community ownership.
- Managed rent arrears cases, helping tenants devise repayment plans thus reducing overall debt levels in properties managed.
- Drafted reports on housing conditions which led to significant improvements in property maintenance procedures.
- Conducted needs assessments to identify potential improvements in housing provisions.
- Coordinated relocation plans for affected residents during renovation projects, minimising inconvenience.
- Handled eviction proceedings within legal guidelines; ensuring fair treatment of all parties involved.
- Developed strong partnerships with social services organisations to assist vulnerable tenants effectively.
- Ensured compliance with health and safety regulations across all properties, contributing to a safer living environment for tenants.
- Improved tenant retention through proactive engagement strategies aimed at addressing concerns before they escalated into larger issues.
- Assisted in the development of neighbourhood initiatives promoting harmony amongst residents.
- Fostered positive relationships with local agencies for improved community engagement.
- Minimised conflict when handling complaints and communications in stressful situations.
- Advised and assisted tenants with housing matters and queries.
- Conducted periodic visits, reporting issues and incidents in line with procedure.
- Maintained impeccable condition of properties, monitoring delivery of reactive repairs to deliver high standard of housing in line with laws and regulations.
Islington Coordinator For Supported Housing
Peter Bedford Housing Association
North London
2024.09 - 2025.08
- Oversaw daily operations ensuring consistency in quality and service delivery.
- Facilitated cross-departmental meetings for improved collaboration efforts.
- Answered phone calls and responded to emails from clients.
- Addressed customer complaints and resolved issues.
- Analysed project performance metrics to make continuous improvements.
- Led and managed administrative staff to maintain smooth daily operations.
- Monitored health and safety measures for guaranteed compliance.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Created digital file classification system for company-wide use.
- Coordinated staff training sessions to enhance skills and knowledge base.
- Managed multiple projects, ensuring organisation and efficiency.
- Managed and prioritised varied and busy workload to meet deadlines.
- Trained and assigned tasks to team members.
- Managed databases and information systems, maintaining accurate and accessible records.
- Scheduled meetings to discuss progress of projects and tasks.
- Monitored processes and proposed recommendations for improvements.
- Enhanced team productivity with efficient delegation of tasks.
- Build and maintained strong relationships with partners and key stakeholders.
Housing Manager For Supported Housing
Peter Bedford Housing Association
London, England
2022.04 - 2024.08
- Liaised effectively with local authorities for resolution of disputes.
- Organised emergency evacuation drills, enhanced residents' safety awareness.
- Facilitated community events, promoted positive tenant engagement.
- Conducted regular property inspections for maintenance of standards.
- Promoted communal harmony by mediation in tenant conflicts.
- Ensured adherence to safety regulations with thorough site inspections.
- Coordinated with contractors, achieved timely completion of repairs.
- Conducted housing inspections to determine cleaning and maintenance needs.
- Promptly addressed unacceptable tenant behaviour to ensure smooth housing operations.
- Responded to emergency call-outs and implemented required repairs, maintaining tenant satisfaction and property safety.
- Performed internal audits for data protection, risk management and health and safety.
- Oversaw building maintenance and tenant repairs, logging repair requirements digitally to ensure rapid follow-up.
- Built and sustained strong working relationships with local authorities, community groups and housing charities to successfully improve the reputation of provision.
- Collaborated closely with maintenance team to expedite repair works.
- Developed strong tenant relationships to foster cooperative living environment.
- Implemented new rent collection process, improved payment timeliness.
Maternity Leave
Hackney Council
London
2016.10 - 2022.04
- Maternity leave: demonstrated strong adaptability, resilience, and organisational skills while managing complex responsibilities.
- Career break for maternity leave, returning to work motivated, well‑organised, and committed to professional development.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
Customer Services Advisor
Hackney Council, Hackney
2012.12 - 2016.10
- Communicate with customers focusing on understanding their needs and developing resolutions
- Managed high volume of desk enquiries and assigned complaint to relevant departments
- Effectively address customer questions and complaints using UH/ UHT Software
- Diffuse tense confrontations and situations by staying calm and using initiative
- Reception maintenance, keeping reception clean and monitoring areas to prevent health and safety issues
- Ordering stationery supplies
- Allocating correspondence to relevant to departments
- Initiating processes for re housing, such as; successions; Mutual exchanges Transfer applications for secure tenants
- Handling online rent payments for residents using Paris payments
- Writing minutes for monthly customer service meetings
- Issuing Visitor Permits and Annual permits for residents
- Greeted customers warmly upon arrival, creating a welcoming environment.
- Maintained clean and organised work station for optimal productivity.
- Offered assistance to team members during peak hours, promoting efficiency.
- Consistently met targets by effectively handling high volume of calls daily.
- Trained new staff on customer service protocols to maintain high standards of service across the board.
- Utilised effective listening skills whilst interacting with customers to understand their needs better.
- Recorded and processed customer data accurately.
- Adhered strictly to policies and procedures for continued company compliance.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Trainee Housing Manager
Hackney, Hackney Council
, LND
2011.09 - 2012.12
- Effective customer service provision whilst working with a wide client base
- Onsite Tenancy Introductions
- Written Correspondence and Gas Safety Check letters
- Managed resident liaisons at reception
- Operated company computer software
- Assisted Estate Officer with Sign Ups and other various administrative tasks
- Commissioned to organise and report monthly stats to my Director and team about inspection visits conducted
- Actively involved with the Patch Size Improvement Scheme
- Completing Random Tenancy Audits at Residents addresses
- Attending Evictions with rent officer
- Monitoring Residents rent accounts
- Investigating outstanding disrepair cases
- Participate in monthly walkabouts on estates for improvements with TRA
- Embers
- Carry out checks on 5 Concierge offices ensuring they had sufficient supplies on reception.
Cashier/ Finance Assistant
Vaultex LTD, North
2007.03 - 2011.10
- Processing incoming deposits and outgoing orders for commercial and financial accounts
- Inputting data into company software
- Accounting for large sums of money
- Keeping daily records of all transactions and duties for security purposes
- Ensuring that records meet quality assurance
- Liaising with senior members of staff and covering in their absence
- Ensuring that the workplace meets health and safety standards
- Working in a highly secured facility with strict confidentiality.
Secretary
Waltham Forest
2006.09 - 2007.01
- Managing diaries and making appointments
- Issue resolution, booking rooms and travel arrangements
- Preparing and distributing papers/ documents for meetings; taking minutes
- Responded to post
- Drafting letters and other documents, such as PowerPoint presentations
- Maintaining filing systems, photocopying and printing
- Answering the phone and resolving queries
- Using various computer packages - Word, Excel, PowerPoint
- Ark One
Sales Assistant
Islington
2006.01 - 2006.06
- Customer care provision
- Ensuring that an environment conducive to customer satisfaction was maintained on the shop floor
- Dealing with issues and queries raised by staff
- Till operation and overseeing payments and sales
- Stock taking and replenishment
- Dealing with customer enquiries
- End of day cash reconciliation
- Coordination of various in store activities, i.e
- Promotions and Window displays.
Education
Morpeth School
City of LondonSkills
- Customer service
- Conflict Management Training
- Fire alarms Testing
- Cyber Awareness Assessment
- Safe Guarding Level 2
- Microsoft Office
- KPI management
- Signposting
- Team oversight
- Interpersonal communication
- Resourcefulness
- Leadership skills
Timeline
Housing Officer
Peter Bedford Housing Association
2025.08 - Current
Islington Coordinator For Supported Housing
Peter Bedford Housing Association
2024.09 - 2025.08
Housing Manager For Supported Housing
Peter Bedford Housing Association
2022.04 - 2024.08
Maternity Leave
Hackney Council
2016.10 - 2022.04
Customer Services Advisor
Hackney Council, Hackney
2012.12 - 2016.10
Trainee Housing Manager
Hackney, Hackney Council
2011.09 - 2012.12
Cashier/ Finance Assistant
Vaultex LTD, North
2007.03 - 2011.10
Secretary
Waltham Forest
2006.09 - 2007.01
Sales Assistant
Islington
2006.01 - 2006.06
Morpeth School