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New director to enhance customer journey

Steve Heywood

Steve Heywood, media manager

National housing association Home Group has appointed a new customer experience director.

Colette Flattery will be tasked with supporting the delivery of Home Group’s Customer Promise – their commitment to their 125,000 customers. 

Colette who comes with a wealth of experience from inside and outside the sector, will be primarily responsible for ensuring customers get the right support and experience from the 55,000 home housing association.  

That means providing consistency throughout the customer experience. She will be enhancing the end-to-end customer journey through a variety of customer channels, including face-to-face, digital and telephone.  

She joins Home Group from car fleet management company Zenith, where she was director of customer services, before which she spent four years as Eon’s head of customer services and sales, where she was responsible for operations across the UK, India, South Africa and the Philippines. 

Colette previously worked in the housing sector with Orbit Group, where she was head of the customer service centre. 

Nusheen Hussain, executive director of customers and communities at Home Group, said: “We are delighted Collete has joined us. Her wealth of experience and expertise in customer services will help us deliver a consistent customer experience.  

“Colette will embed a learning and continuous improvement culture, which will enhance the customer experience, which we expect will be reflected in our Tenant Satisfaction Measures. 

“Our focus has been, and remains, to support our customers and communities, meeting their expectations and aspirations. Colette and her team will play a major role in that.” 

Colette said: “I’m delighted to be joining Home Group, which not only has a strong national presence, but also has an excellent reputation as an employer.  

“Housing associations generally are facing common themed challenges, which have been well documented recently. My background has been in working in challenging areas, so I am ready to tackle some of the issues we face head on. 

“I want feedback from customers to directly shape our thinking, and for them to know we listen and care. I want our customers to have choice, convenience, and support when needed.” 

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