New approach promotes a spotlight on customer care

In the last couple of weeks, Almond Housing has welcomed a new Customer Care Manager and a Community Engagement Officer to the team. Both are replacement roles but represent a change in approach for the organisation – from a more old-fashioned housing support stance to one of customer support.

Sandy Young, Director of Housing Management, explains:

“Previously we had a Housing Support Manager and although the position of Customer Care Manager is a direct replacement, the change in title reflects the new approach we want from this role. Not only will the position oversee the housing support team but there will be a strong emphasis on embedding a customer care focus across the organisation.”

The person taking on this role is Graeme McKee who has spent nineteen years with West Lothian Council, eight of which were in the role of Housing Manager where he had 1000 properties in his area. Almond has in the region of 2,500 properties, but Graeme isn’t daunted by the additional 1500 properties to look after:

“This will be my first time looking after so many properties and tenants, but I am excited to join Almond.” said Graeme. “They are an organisation I have been looking to work with for a while and when this role came up, I jumped at it. The focus on customer excellence and providing a better experience is what really attracted me to the role. I love helping people and with the support of the team, I want to help give Almond clients a five-star customer care service.”

Jane Deary comes in to cover the role of Community Engagement Officer for a year, whilst the post holder is on sabbatical, and she can’t wait to get out and about in the community that she knows so well having previously headed up Spark:

“I am thrilled to hold the reins whilst Barbara is away. I am looking forward to re-igniting old relationships and cultivating new ones. Having a community that people are proud of is part of Almond’s mission statement and I want to help and support tenants to understand what is available within the communities in which they reside. I believe community is a place of possibilities.”

Outside of work you might find Graeme pounding the pavements, as he loves to run to keep fit, alternatively he’s running around after his two young children. Jane loves a good book and has recently set up a mother and daughter book club. One of her current favourite books is ‘The Last Witch of Scotland’!