Tara Lee-Edes
Horsham,West Sussex
Summary
Over nine years of experience in developing policies and enhancing services within the housing sector, demonstrating a commitment to resident-centred design.
Proven ability to foster inclusive environments that empower colleagues and residents through effective communication and collaboration. Strong analytical and creative problem-solving skills enabling me to address challenges with innovative solutions.
Established track record of building and maintaining trusted relationships with senior stakeholders to drive organisational success.
Overview
14
14
years of professional experience
Work history
Customer Experience Designer
Southern Housing Limited
06.2023 - 09.2025
- Led resident-centred policy reviews to ensure compliance with regulations and best practices.
- Conducted procedure reviews to align legacy practices with current regulatory standards.
- Developed and implemented communication and implementation plans for service improvements.
- Created process maps to analyse 'current state' and 'future state' for identifying enhancements.
- Facilitated resident consultations to gather feedback and continuously improve services.
- Engaged with internal and external stakeholders through open and inclusive communication.
- Organised working groups, recruiting residents to integrate their experiences into projects.
- Resolved complex issues by applying analytical judgement and incorporating diverse perspectives.
Customer Services Policy Consultant
Southern Housing Group
06.2016 - 06.2023
- Designing, developing and implementing customer facing policies
- Leading and managing projects from beginning to implementation, setting success standards to reflect upon at the completion stage
- Reacting to business and regulatory changes
- Supporting all areas to understand policy or regulatory change, delivering relevant staff training where required
- In-depth understand of housing services and regulatory standards
- Implementing and managing policy framework and programme
Customer Services Adviser
Southern Housing Limited
02.2014 - 06.2016
- Served as first point of contact for customers, addressing issues including repairs and complaints.
- Delivered excellent customer service while managing sensitive situations effectively.
- Handled customer complaints and gathered service feedback for continuous improvement.
- Progressed tenancy change applications, ensuring strong attention to detail and compliance with governance.
Contracts Administrator
Arun Estates (Cubitt & West/Ward and Partners Estate Agents)
05.2012 - 02.2014
- Oversaw tenant move-in processes across South East, ensuring smooth transitions.
- Communicated effectively with tenants and landlords to keep all parties informed.
- Maintained up-to-date knowledge of private lettings regulations and tenancy agreement legalities.
- Deputised for Lettings Team Leader, managing daily operations of Lettings Support Unit.
- Resolved colleague issues promptly, including re-writing tenancy agreements and generating monthly reports.
Customer Contact Operative (Work Experience)
Horsham District Council
02.2012 - 04.2012
- Completed eight-week unpaid work experience to gain office-based skills and enhance communication abilities.
- Communicated with customers of Support Service Department, addressing initial queries effectively.
- Ensured accuracy of information provided to the public on various service-related matters.
- Engaged with diverse individuals regarding refuge collection, clinical waste disposal, and fly tipping issues.
Education
IDEO U
Skills
- Policy and procedure development
- Research proficiency
- Housing standards expertise
- Creative problem-solving
- Analytical skills
- Project leadership
- Facilitation and rapport building
- Stakeholder engagement
- Communication and interpersonal skills
Range of employment during university commitments
During my time at university, I consistently demonstrated a strong work ethic by securing ongoing employment to support myself financially. This included working in a range of customer facing roles, where I developed valuable communication skills and a strong sense of responsibility.
Timeline
Customer Experience Designer
Southern Housing Limited
06.2023 - 09.2025
Customer Services Policy Consultant
Southern Housing Group
06.2016 - 06.2023
Customer Services Adviser
Southern Housing Limited
02.2014 - 06.2016
Contracts Administrator
Arun Estates (Cubitt & West/Ward and Partners Estate Agents)
05.2012 - 02.2014
Customer Contact Operative (Work Experience)
Horsham District Council
02.2012 - 04.2012
IDEO U
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