Stefano Milanese

• I currently head the Post Completions department within Help to Buy Wales, I lead a team of case handlers and executives, ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs) by utilising effective resource planning and coaching.
• Budgeting and Forecasting the current New Homes Market within Wales ensuring the scheme is sufficiently funded to cope with the demands of our customers
• Led a customer-first approach, embedding principles of Treating Customers Fairly (TCF) and Consumer Duty into daily operations. Successfully handled escalated complaints with tact and empathy, ensuring positive resolutions and compliance with regulatory standards.
• Maintained GDPR, FCA guidelines, and money laundering regulations, identifying vulnerabilities and proactively implementing improvements. Trained team members on compliance to uphold departmental integrity.
• Created and refined workflows and procedures to enhance operational efficiency. Developed and delivered technical training sessions for new and existing team members.
• Proactively identified opportunities for improvements in working practices aligned with regulatory changes, ensuring seamless adaptation by the team.
• Led Projects within Help To Buy ensuring a new Phase of the Scheme was successfully implemented by ensuring new Scheme rules were implemented into contracts, all customer documentation was covered through Consumer Duty and ensuring the Builders Contracts covered all outlines of the scheme and we correctly signed
• Held delegated authority to execute legal documents, authorise payments, and make key decisions on behalf of senior management, including acting as Power of Attorney.
• Ensured CRM and internal systems were consistently updated, maintaining data integrity for accurate reporting and compliance.
• Conducted meaningful 1-1 performance reviews, fostering career progression by coaching case handlers to achieve competency-based advancements.
• Quarterly Team Performance presentations to senior Management and stakeholders, outlining our success and what current trends we are noticing through Housing Market and current application pool

Started off as an Administration Officer and promoted to Company Executive Officer. Undertaken training programmes including Negotiating, Management Overview and Heads of Duty of Tax.

• Dealing with customer queries via phone, email and Letter
• Setting and negotiating payment plans for customers in debt
• Reallocating money and payments
• Chasing debt from customer
• Headed a Team of 3 Administration officers who were preparing cases for administration process
• Co-ordinating and Designing Classroom Training
• Contacting Business for payment information and missing tax returns
• Working with businesses in Administration
• Liaising with Insolvency Practitioners to ensure all Unsecured Debt is cleared
• Training new colleagues VAT, PAYE Software

• Replenishing stock
• Dealing with customer queries
• Logging deliveries
• Publishing waste reports
• Co-ordinating staff rotas
• Implementing Both Mandatory and Upskilling Training