Tracey Taylor
Wolverhampton,West Midlands
Summary
Passionate individual with a strong social purpose, experienced in driving a customer-centric culture and leading digital transformation initiatives to improve the customer experience. Demonstrates strong strategic influencing, planning, and reporting skills, alongside a proven track record in leadership and employee engagement. Adept at managing risk and ensuring regulatory compliance whilst driving change, transformation, and service harmonisation.
Overview
23
23
years of professional experience
Work history
Director of Customer Experience
Housing Plus Group
Stafford, Staffordshire
11.2022 - Current
- Customer Experience Leadership : Championed the voice of the customer, embedding customer insights and feedback into every aspect of the business to drive transformative change and improve the customer experience.
- Digital Transformation : Leading digital transformation to improve accessibility and expand channel choice for customers. Whilst modernising communication platforms to realise efficiencies, which can be refocused to offer additional services to customers.
- Business Assurance : Provided business assurance on adherence to Consumer Standards, ensuring compliance with Housing Ombudsman regulations and guaranteeing a customer-centric approach across all service areas.
- Strategic Change Management : Leading change and transformation through mergers, to ensure continuous staff engagement and service harmonisation.
- Data-Driven Decision Making : Utilising data to gain insight into customer behaviour and feedback, shaping strategies that enhance service delivery and optimise customer engagement.
Head of Customer Services
Housing Plus Group
Stafford, Staffordshire
03.2020 - 11.2022
Customer Service Manager
Housing Plus Group
Stafford, Staffordshire
09.2017 - 03.2020
Neighbourhoods Team Leader
South Staffordshire Housing Association
Stafford, Staffordshire
05.2012 - 03.2017
Neighbourhood Estate Management Officer
South Staffordshire Housing Association
Stafford, Staffordshire
02.2007 - 05.2012
Project worker
Heantun Housing Association
Wolverhampton
02.2005 - 02.2007
Administrator & Sessional Youth Worker
Base 25
Wolverhampton, West Midlands
11.2002 - 02.2005
Education
ILM Level 4 Leadership Qualification
NVQ Level 4 Advice & Guidance
NVQ Level 3 Housing
Skills
Driving customer centric culture
Strategic influencing, planning & reporting
Digital transformation
Leadership and employee engagement
Leading change, transformation and service harmonisation
Risk management & regulatory compliance adherence
Affiliations
- Socialising and spending time with family.
- Reading a good book
- Enjoying a cocktail on the beach
References
References available upon request.
Timeline
Director of Customer Experience
Housing Plus Group
11.2022 - Current
Head of Customer Services
Housing Plus Group
03.2020 - 11.2022
Customer Service Manager
Housing Plus Group
09.2017 - 03.2020
Neighbourhoods Team Leader
South Staffordshire Housing Association
05.2012 - 03.2017
Neighbourhood Estate Management Officer
South Staffordshire Housing Association
02.2007 - 05.2012
Project worker
Heantun Housing Association
02.2005 - 02.2007
Administrator & Sessional Youth Worker
Base 25
11.2002 - 02.2005
ILM Level 4 Leadership Qualification
NVQ Level 4 Advice & Guidance
NVQ Level 3 Housing
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