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www.amicushorizon.org.uk

Making homes, helping people. AmicusHorizon. From Good to Great: The AmicusHorizon ‘One Team’ approach to customer care. www.amicushorizon.org.uk. Us…. Making homes, helping people. Darren Hockley Customer Experience Manager Marc Baines Customer Experience Manager

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www.amicushorizon.org.uk

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  1. Making homes, helping people AmicusHorizon From Good to Great: The AmicusHorizon ‘One Team’ approach to customer care www.amicushorizon.org.uk

  2. Us… Making homes, helping people Darren Hockley Customer Experience Manager Marc Baines Customer Experience Manager David Ellis Financial Inclusion Manager

  3. What we’re going to cover… Making homes, helping people • The AmicusHorizon story • Complaints Management • Income and Financial Inclusion • Technology

  4. Our homes Making homes, helping people 40% of our homes are in London

  5. The AmicusHorizon story Making homes, helping people • From zeros… • In supervision • Weak Governance • Poor Customer Service • Financial meltdown • Poor performance • Distinct lack of organisational culture • Six inconsistent group members

  6. The AmicusHorizon story Making homes, helping people • …to Heroes: • TSA co-regulatory champion • Best satisfaction compared to G15 peers • £8m value for money savings (AA3 credit rating and £150m bond) • Best performance compared to G15 peers • Sunday Times best company to work for • One Team

  7. Our People Making homes, helping people

  8. Training and development Making homes, helping people Customer service training program

  9. Training and development Making homes, helping people Customer friendly writing

  10. Training and development Making homes, helping people Developing the ‘whole person’

  11. Staff Conference (Brighton 2013) Making homes, helping people

  12. Away day – a ‘wheelie’ good time Making homes, helping people

  13. Giving something back Making homes, helping people

  14. Staff Engagement and Satisfaction Making homes, helping people • A few other things… • Executive Team Road shows • People Engagement Groups • Partnership Forum • Staff surveys • Monthly bulletins • 90 Days of massive action projects • STAR Chambers

  15. Our new governance structure Making homes, helping people

  16. Co-regulation Directorate Making homes, helping people

  17. Performance compared to G15 Making homes, helping people

  18. Our 5 key targets Making homes, helping people

  19. Raising the bar Making homes, helping people I’m passionate about leading an organisation with an incredibly strong service ethos. I want us to stun customers with an experience which shines in our sector and beyond. Our Customer Experience Team focus on giving customers brilliant service. They take ownership of every complaint, work with customers and get results – every time! Paul Hackett, Chief Executive

  20. Customer Experience Strategy Making homes, helping people

  21. The team Making homes, helping people

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