1. EMMA GILES
85 Bar End Road, Winchester SO23 9NP
07973 338 771
emsgiles1@gmail.com
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Looking Local - National Customer Relationships and Account Manager (toinc.
communications). 2009 - Present.
I have worked for the past six years for LookingLocal (owned and managed by Kirklees
Council) as the National Customer Relationships and Account Manager. My role and
responsibilities include overseeing 120 local authorities, Housing Associations and Clinical
Commissioning Groups (CCG), communications and account management support on
specific projects around welfare reform, digital engagement and tenant/resident
involvement using a range of technology and software solutions.
Case Study 1 - Welfare Reform
The impact of Universal Credit (UC) coupled with the introduction of the spare room subsidy
is widespread; both for individual tenants and their ability to budget effectively and prevent
rent arrears but also the threat to income generation for housing associations.
I have been involved with the deployment of technologies around Welfare Reform. My role
lay in the delivery of key communications with all our housing and local authority partners
using a variety of media from news updates. As a result of being involved in the
communications for ‘BetterOff ‘ - a digital financial inclusion platform which helps benefit
claimants back into the workplace, maximising their income as well as increasing their
contribution to the local economy, I have gained an intimate understanding of the
implications that the policies around welfare reform are having on the housing sector.
Key Communication methods I use to convey information and news:
● Newsletters and Social Media
● Customer User Groups - both Face to Face bi-annual working groups and
LinkedIn
● Customer service team training sessions and workshops.
Case Study 2 - Housing Repairs and MyLandlord App
I was tasked with gaining insight and collaboration from a group of key housing partners to
understand what they would require in a bespoke housing app - My Landlord and the
associated portal.Based on this insight we further developed the product to ensure the level
of communications between the tenant and customer services is clear and concise, a push-

2. messaging capability was implemented. This enables questions, confirmations and updates
to be sent direct to the tenant's phone, simplifying the repairs process and boosting tenant
satisfaction. In turn the high level of reporting serves as a source for aiding scrutiny at
management board level.
As part of the implementation, I facilitated a number of customer engagement and training
days for our housing partners which provided an opportunity to staff and tenants alike to
gain a better understanding of how the app and portal works and encourage take-up. My
role requires me to develop and write all the training materials and presentations (available
upon request), so attention to detail and presentation of information is key to delivery.
Recently I have been working with two key housing partners to deliver a business case for
improving their app and adding further advice provision supporting them back into
sustainable employment, manage the softer elements of employability such as childcare ,
interview skills and travel collectively enabling them to become ‘work fit’.
Key Communication methods I use to convey information and news:
● Presenting at tenant conferences
● Customer Services training sessions
● Providing advice, ideas and insight at project board level around tenant
engagement and communications.
Feedback from partner HA:
‘On behalf of the TenantMonitoring Group and Tai Ceredigion,can I thankyou forattending Tai
Ceredigion`s TenantsConferenceand facilitating theworkshop in the afternoon.Thefeedbackwe
received fromtenantsoverallwasvery positive’. TenantParticipationAdvisor.
BBC – Senior Production Coordinator 2002-2008
In this role I used and developed my negotiation and influencing skills to benefit the
production teams both in terms of managing budgets but also enabling producers to fulfil
and achieve their programme intentions and aspirations.
Key achievements:
● Arranged and managed the 40 year Money Programme anniversary event (2006)
bringing together past and present producers, presenters and key contributors to
the programme since its inception.
● Production managed for two series of the Money programme – managing all
programmes, communication across all staff levels and department heads, budgets
and post production schedules.
● Lead on the change management and process for post-production of 9 programmes.

3. Studio Coordinator – MillbankStudios (Political, National and International news agency)
1997 – 2002
Studio and post production preparation and the management and scheduling for 24/7 news
crews.
Key achievements:
● I was responsible for managing the studio to cover some of the biggest news events
of the decade, including the death of Princess Diana. Managed the transition from a
position of ‘ticking over’ in August 1997- to being fully responsive to the breaking
news of Princess Diana’s death, liaising and coordinating crews for local, national and
global news agencies.
● Party Conference Management: I co-ordinated the annual party political conferences
for three years, on behalf of our resident political editors and journalists. My tasks
included the scheduling and management of the political news editor and journalist
requirements, staff accommodation and travel which I undertook for 20 staff
members for each conference.
Qualifications:
BA (HONS) Media & Communication
Member of Chartered Institute of Housing (CIH)
Personal interests:
I ran a fundraising Black Tie Ball for International Justice Mission and Tearfund for their work
with victims of modern day slavery. I successfully created and wrote the communications
and marketing for this event and consequently raised over £8,000
I recently completed ‘100 miles in 100 days’ swimming challenge in aid of the local
children’s cancer unit raising £4,000.
As with many people I love travelling and in recent years have travelled extensively in the
USA, Australia and parts of South America and Europe as well the UK, including Scotland,
Ireland and Wales.
I love baking in my free time and as a result I have catered for several parties and events. I
avidly follow and love ‘The Great British Bake Off’ and more than happy to bring in cakes!