New manager to improve services for Derwent Living residents
Created on Thursday, November 1st, 2012
by Steve Atkin
Derwent Living has appointed a new contracts and services manager to ensure its customers receive prompt and efficient support from its external contractors.
In her new role Julie Griffin is responsible for overseeing the cleaning, landscape and grounds contractors employed by the Derby-based housing provider. Communicating directly with residents, she is tasked with ensuring their service needs are being met effectively and that regular contractor reviews maintain and improve upon the current high-quality service.
Having worked as facilities contract manager for brewery Molson Coors for 15 years, Julie is well qualified for the position.
“While I am new to the property sector, I have proven experience of liaising with contractors and have so far found those operating on behalf of Derwent Living to be both responsive and flexible. When a resident has had an urgent issue, they have not hesitated to help,” said Julie.
“What I want to make sure of moving forward is that our customers receive an increased level of service and real value for money, building upon the positive reputation the organisation already holds. I am really enjoying the challenge and am thrilled to have something to sink my teeth in to.”
Customer satisfaction is a key focus for Derwent Living and Julie is keen to have a solid feedback system in place. She said: “We are about to undertake a satisfaction feedback exercise with residents that I have already had dealings with. I want to make sure they feel that I’m being effective in responding to their requests and gauge how customers feel about our service. Ensuring they are happy is paramount.”
Peter McCormack, chief executive of Derwent Living, said on Julie’s appointment: “Whilst we are confident that we provide an excellent service, ensuring any problems our customers have are solved efficiently and with minimal fuss, we are continuously looking to improve our services.
“Julie has much to offer and is already proving to be an organised and committed individual who is keen to make a difference. We are excited to see just how much she can positively shake-up and develop the support programmes we have in place.”