Merseyside-based housing association Livv Housing Group has hired two new directors to oversee the delivery of customer focused services and to develop its service improvement and community investment portfolios.
Natalie Rose and Tom Wilde have taken on the roles of Director of Customer Relationship Management and the Director of Community and Business Planning respectively.
Natalie has 20 years plus experience in customer facing operational roles in the hospitality, travel and retail sectors.
She joins from British Land, where she was the Customer Experience Director for Meadowhall shopping centre which attracts over 25 million shoppers a year.
As well as leading Meadowhall’s Covid-19 response, Natalie helped to launch a service which was a ‘UK first’ for shopping centres.
She opened a Customer Hub where customers could collect, try on and return orders from online retailers all in one place.
As the Director of Customer Relationship Management, Natalie is responsible for four key areas: delivering great housing services to customers; the management of customer complaints; income collection, and a new focus for the business – advisory services which supports and signposts customers who need help and support.
Natalie said: “I’m excited to be joining a team which is so committed to focussing on what matters most to customers.
“Livv Housing Group’s commitment to offering tailored services that meet the needs and expectations of customers really stood out for me. Building strong relationships with customers is key in any customer service organisation and I look forward to supporting the team in delivering positive outcomes for our customers and communities.
“I’m delighted to have the opportunity to join Livv to develop some brilliant services that are delivered in a way that our customers need and want.”
Tom joins Livv as the Director of Community and Business Planning where he is leading two teams that shape the direction and plans for the Customer Insight Directorate including neighbourhood planning, community investment, operational performance and service improvement.
He joins from Trafford Housing Trust where he was Head of the North West Foundation, working with local partners to design and set-up a range of new services, including a new employment and skills support service and mentoring support for care leavers in the borough.
Tom also played a lead role in the service design and delivery of Greater Manchester Homes Partnership – an award-winning partnership of over 25 organisations, providing tailored support to more than 300 rough sleepers across Greater Manchester.
He said: “I was attracted to Livv Housing Group by the organisation’s clear focus on social impact and putting the customer first, which runs throughout Livv’s mission, values and corporate plan.
“This is an exciting time for Livv, following the rebrand and implementation of an increased customer focussed operating model, and for Knowsley, due to the scale of development and growth in employment opportunities currently taking place across the borough.
“I look forward to working closely with our partners to continue developing our service offer, ensuring that Livv continues to play a valuable role in the lives of our customers and communities.”
Amanda Newton, Executive Director of Customer Insight at Livv Housing Group, said: “Welcoming Natalie and Tom to Livv has delivered the final pieces of the jigsaw for our new customer facing services. Over the past 18 months, we’ve redesigned our customer service delivery model to make it easier for customers to access our services and have continued to embed the views of the people who live in our homes and communities.
“Natalie and Tom bring expertise in market leading customer service and community engagement and are a welcome addition to the team here at Livv. They bring strong and purposeful leadership that will contribute to taking our business forward alongside the wider leadership team. It’s great to see the Livv brand and all that it stands for attracting such great talent.”