Workabuddy

Founder

NHS England

Associate Director of Programmes & Transformation

Key responsibilities:
-	Lead the programme management, business management and communications and engagement functions of a national, multi-partner programme (between the NHS, Department of Health & Social Care, Ministry of Housing, Communities & Local Government and the Local Government Association) to support the delivery of the Better Care Fund (national policy to integrate health, social care & housing services).
-	Lead the development of a large-scale transformation programme by reviewing the existing operating model for the support programme (for the Better Care Fund), and the operational strategy to drive change towards an improved target operating model.
-	Review the project management office (PMO) function, by undergoing a discovery/design project to determine key improvement opportunities and mobilise these into the implementation/review phase.

Senior Programme Manager

Arata Solutions

Key responsibilities:
-	Providing specialist support related to various change management initiatives through customer journey mapping, strategy development, process re-engineering, focussed research, creation of delivery roadmaps & reviews of organisational practices.

Top 5 achievements:
1.	Developed operating model framework:  Developed an overall customer experience framework for a start-up based in the music industry by producing a high-level operating model, insight & contact strategy and delivery roadmap.
2.	Created end-to-end customer journey maps:  Produced end-to-end customer journey maps for a variety of clients (cross-industry), mapping the key customer milestones/touchpoints and identifying recommendations/improvement areas.
3.	Conducted research on varying approaches to service delivery:  Carried out research on industry-leading approaches to knowledgebase management – resulting in a set of proposals for the client to consider in the development of their tool.
4.	Carried out a deep-dive review of returns process:  Undertook a full review of the returns process, identifying key customer pain points and producing a full-stack suite of recommendations for the client to improve customer satisfaction in this area.
5.	Produced a review of ‘support’ function:  Carried out a full review of a client’s customer support function, reviewing customer journeys, internal processes and operational capability for the client to take into consideration for an organisational restructure.

Senior Transformation & Change Consultant

Catalyst Housing Limited

Key responsibilities:
-	Directing 5 critical customer service functions – contact centre, complaints-handling, quality assurance & customer comms and social media teams.
-	Developing organisation wide CX strategy to drive improvements to customer satisfaction, embedding a customer focus across the organisation and developing the roadmap for pipeline initiatives.
-	Leading the digital transformation from voice to multi-channel, building requirements for CRM to support the digital engagement offer for customers.
-	Responsible for customer communications function, spearheading the development of the social media offer including curation of digital content strategy.
-	Leading the complaints handling function, reducing customer complaints by embedding learning from complaints through translating customer insight into service recovery opportunities.

Assistant Director Of Customer Experience

Key responsibilities:
-	Responsible for management of 9000 properties, incl. developing customer strategy for large-scale regeneration schemes.
-	Leading a team of 22 FTE specialists using customer feedback to deliver dynamic, first-class front-line customer service.
-	Development of long-term strategies for the various neighbourhoods under my responsibility.

Head of Housing

Key responsibilities:
-	Leading the team to create and deliver local neighbourhood strategies to promote sustainable communities.
-	Managing & coaching a tight-knit team of specialists to improve all facets of individual performance.
-	Developing a high-performance culture within the team, achieving KPIs relevant to key milestones in the customer journey.

Area Manager

Provided bespoke customer solutions for a flagship, multi-million pound regeneration scheme.

Housing & Regeneration Manager

Tower Hamlets Homes

Providing a range of front-line services to customers across key milestones of the customer journey.

Neighbourhood Housing Officer

Commenced a graduate scheme, completing CIH Level 4 Housing programme.  Promoted to senior position within 3 months.

Graduate Housing Officer

NSPCC

Managed the co-ordination process for a range of training & facilitation programmes.

Training Coordinator

Union Income Benefit 

Managed a team of c. 30 FTE within an outbound sales call-centre, offering a range of services to customers.

Team Supervisor

Union Income Benefit

Expert level agent, supporting new starters through induction process by side-by-side coaching, 121s and knowledge support.

Senior Family Protection Consultant

Founder @Workabuddy | Teaching people the skills the education system doesn’t - helping them thrive in their careers | Striving to be LinkedIn’s Most Helpful Person

So, my LinkedIn profile has a bit of a split personality.

I’ve dedicated a part of my life to helping people learn the skills they wished they were taught already.

80% of our society are poorly prepared for the future, particularly in landing a job.

And those of you who have managed to land a job?

Well, you may be wrestling and grappling with your career because the education system has failed you.

A system that didn’t teach you:

- how to communicate effectively
- what the working world is really like
- how to lead, motivate and inspire others
- how to problem solve, ideate, and be creative
- how to listen with empathy and present with purpose.

So many skills that you should feel comfortable and confident with.

But sadly you’re not.

77% of people are ready to learn new skills. But you don't have the right systems to teach you.

Now, what if I told you there’s a way to:

- tailor your job application to help you stand out from the crowd
- create an awesome first impression after your CV is reviewed
- identify your best career stories and conversation points
- overcome your interview anxiety and become a natural
- address your fears and challenges in your career path?

Your first reaction may be “Yeah right, like THAT’S possible”, but we’ve already helped hundreds who have all benefitted from our free services.

Not only that, but we also run a free community for you to join.

Where you can::

- access a safe space to share concerns
- level up your career and learn from others
- stretch yourself through our personal growth challenges
- pair up with accountability buddies to achieve those challenging goals
- benefit from support for your everyday work problems and burning questions.

If you’re serious about learning skills to land your dream job and thrive in your career, then head over to www.workabuddy.com (or view my Featured section to find further info).

You may be thinking: “Is this really all free? There must be hidden costs in here!”

I’ll address your concern — Yes, it’s all free. Really. We take great satisfaction in knowing that we’ve helped others in what are clearly challenging times.

So, let’s teach you the skills you need now. Shoot me a message today.

—---

Oh, wait a minute…

I said I have a split personality.

Well, that’s right. It’s split because I work full-time for UK’s national health service too - working in a senior, non-clinical, role where I use the stories I’ve collected over the years to help others along the way.

But that’s a story for another day. 

Right now, I'm here to help you and my DMs are open to you.

Mushtaq Osmani

Chartered Institute of Housing

Skills for the Future Committee Advisor

Capital Letters

I am currently responsible for establishing and leading our Housing and Growth service. My role is responsible for Housing management, Repairs and Asset Management, Income Collection and Rent and Service Charge Setting.  

My role also involves establishing strategic partnerships with our Member Boroughs and Housing Suppliers/Partners to secure lease arrangements and a flow of properties for Capital Letters to manage.

Achievements:

• Led on lease negotiations for a £750m deal securing 2,500 properties into management.

• Set up from scratch an income collections service, rent and service charge service, asset and repairs service and Housing management service.

Head of Housing and Growth 

I led and managed the Income collection and rent service.  I set up these services from scratch due to the Organisation not having these services in place previously. This involved setting up the systems, policies, processes and leading on recruitment.

Head of Rents

Octavia

As well as the responsibilities and achievements listed as Head of Income and Financial Inclusion, I also managed the Homeownership and Intermediate Housing Team on an interim basis. I managed an additional team of 4 and the team was responsible for all aspects of the customer journey for IMR, Student and Homeowner residents. The team was responsible for housing management, lettings and service charges. I delivered the service charge estimates, Section 20 notices and resolutions to long standing relationship issues with the organisation while leading the team.

Head of Income and Financial Inclusion & Interim Head of Homeownership and Intermediate Housing

I led the Income Team and Financial Inclusion Team. I managed both an Income Manager and Financial Inclusion Manager who have direct line management responsibility for our front line staff. 

Achievements:

 • Reduced general needs arrears to 3.34%. 

• Shared Ownership arrears reduced to 0.95%

• Sheltered arrears reduced to 0.84%

• Supported arrears reduced to 1.10%

• Student arrears reduced to 0.95%

• Our Financial Inclusion team achieved £519,271.35 in financial outcomes in my last year.

Head of Income and Financial Inclusion 

I managed and lead a team of 6 Income Officers, Income Administrator and Financial Inclusion & Welfare Reform team.  My team were responsible for the collection of revenue from current and former residents. I was responsible for setting the team clear targets and monitoring performance to ensure that an effective service is being provided at all stages. 

Within the first 18 months of managing the team the arrears reduced from 4.82% to 3.93% which was a reduction of over £200,000. The figure of 3.93% is the lowest year end figure the organisation has posted in the last 20 years.

Income Manager

London Borough of Hillingdon

I worked within the Risk Management team at the London Borough of Hillingdon. The risk management team dealt with the effective management of high level risks which have the potential to cause a tenancy or lease to fail such as non payment of rent and service charges or anti-social behaviour.

I was responsible for leading a team of 7 Risk Management officers. I was responsible for managing and developing my team, setting clear targets, managing performance and ensuring that an excellent service is provided to our customers.

Housing Risk Management Team Leader

Peabody

I managed and led a team of 19 Income officers, 4 Homeownership income officers and 2 team leaders. I was responsible for the overall collection of revenue from current and former residents for the entire customer base at Catalyst Housing Ltd. I was responsible for setting the team leaders and income officers’ clear targets and monitoring performance to ensure that an effective service is being provided at all stages. I was also responsible for managing the training and development of my team, as well as establishing and maintaining effective working relationships with internal and external partners.

I was responsible for our legal, expenses and training budgets.

Interim Housing Income Manager

I managed and led a team of 8 Income officers responsible for the collection of revenue from current and former residents, setting them clear targets and monitoring performance to ensure that an effective service is being provided at all stages. I was also responsible for managing the training and development of my team, as well as establishing and maintaining effective working relationships with internal and external partners.

During the time I managed the Brent and Kensington teams the arrears in both areas reduced to their lowest levels ever (Kensington: 3.70% to 2.5% Brent 4.6% to 3.5%).

Income Team Leader

My role as a Neighbourhood Manager enabled me to provide a comprehensive housing management service to tenants and leaseholders within a mixed tenure culture.

My main duties involve Rent recovery, ASB, Allocations and lettings, estate management, tenancy fraud and general tenancy and leasehold management. Within this role I was also responsible for managing and mentoring staff.

During my time in this role:

1. I consistently achieved the lowest void turnaround times of any officer within the housing teams. 

2. I consistently achieved gold standard ratings for the estates that I managed within quarterly estate inspections.

3. Achieved high customer satisfaction consistently from customers and other stakeholders.

4. Achieved correspondence/callback response rates of over 95% consistently.

Neighbourhood Manager

I began my career in Social Housing at Fortunegate Community Housing. My main duties involved providing a quality housing management service to residents by supporting a Neighbourhood Manager with duties such as rent recovery, ASB, Allocations and Voids and general tenancy and leasehold management.

Neighbourhood Support Officer

I am an energetic, proactive and tenacious housing leader who has extensive experience managing teams, driving improvement and delivering success. I have an enabling leadership style that gets the best out of the people I manage and a proven track record of delivering outstanding performance. 

I have experience in leading on new business opportunities and establishing strategic partnerships with Local Authorities, Housing Suppliers and Partners to enable housing delivery.

I have extensive experience in Income management, Anti-Social Behaviour, Financial Inclusion, Rents, Tenancy Sustainment, Estate Management, Voids and Allocations and Leasehold Management. 

I am a strong communicator and a strategic thinker who brings creative and positive solutions to problems. I have a strong leadership vision that drives my behaviour and guides how I lead my teams.

I have excelled within every position I have held within the social housing industry and I will consistently work hard to achieve results and exceed expectations.

taplio

The Battle

Mushtaq Osmani

Daniel Thwaites CIHCM

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