Monday 5th November 2018
Working in Social Housing might not have been part of the original career plan for Kier Housing Maintenance’s (Kier HM’s) Customer Experience Business Partner, June Moore, but it has been a welcome addition.
June started her career at enterprise software giant Sage as a Customer Operations Manager, leading on providing technical support from a call centre environment. After taking some time out after redundancy, June decided she needed a different focus. As she says, “I wanted to feel I was making an impact.”
June first joined Kier on the first day of a major joint venture with North Tyneside Council. “As Customer Service Manager I was dealing with everything from customer liaison to complaints. As you can imagine on the first day of a new contract, it was pretty hectic!”
As often happens in a sector that changes as much as social housing, June’s role has developed. As Kier HM’s Customer Experience Business Partner for the North she still sometimes gets involved in emerging customer issues, but there’s a more pro-active focus now. “In my new role I’ve been able to get involved in the creation of a customer strategy for Kier HM. There’s now more focus on understanding the tenant point of view and client relationship management. It’s about building trust.”
At the moment, June spends a lot of time with Operations teams getting the basics right on contracts that have recently mobilised. “My background at Sage really helps me here. It’s about troubleshooting: really understanding an issue and coming up with solutions.”
While past professional experience has been invaluable, training has been useful too. For example June hadn’t previously engaged in competitive dialogues, but after receiving some guidance in this area she now feels more confident and has expanded her skillset further.
So, when June left Sage, she wanted to feel she was making an impact. Has she achieved that working in the social housing sector for Kier HM? “Yes, definitely. I can build relationships and see the difference I’m making in this role. For example, I participated at some tenant forums on a contract where we were receiving lots of complaints. I was expecting a really tough time, but residents have been receptive and pleased with the interest we’re taking, and we’re now getting much better results. My mum lives in social housing so for me, it’s personal. It’s important we give our clients’ customers the service I’d want for my mum. Being able to collaborate and come up with a plan… that gives me a buzz, and I love that I can do that in this role.”