Danielle Gadd has over 20 years of experience in customer service roles. She is currently a Housing Manager/Customer Service Partner at Home Group Ltd where she manages estates, tenants, repairs, and legal issues. Previously, she held customer service roles at HSBC and Our Price Music where she resolved complaints, managed teams and staff, and met sales targets. She has excellent communication, problem solving, and budget management skills.

1. Danielle Gadd
93 Wantz Road, Maldon, Essex, CM9 5DB
Phone: 07792 070892  E-Mail: ippimus@gmail.com
Personal Statement
As an experienced Housing Manager/Customer Service Partner your company could benefit from a
conscientious. Enthusiastic and highly motivated person who is reliable, responsible and hard working. With
excellent communication and interpersonal skills with the proven ability to achieve targets and results. Flexible
within the working environment and able to adapt quickly and positively to challenging situations whilst
remaining calm, focused and positive.
Experience
Home Group Ltd., Chelmsford Customer Service Partner July 2004 – Date
o Manage estates to maintain standards, including carrying out regular inspections with stakeholders and tenants as
a means to identify any repairs, improvements or health and safety concerns.
o Maximise income and minimize void turnaround time for lettings performance; whilst working with property
surveyors and the local authority to get nominations
o Sign up customers to new properties in compliance to group procedure and ensure their familiarity with same to
ensure their familiarity with their obligations.
o Investigate breach of tenancy cases; liaising with a range of organisations and internal sectors to ensure resolution
including taking legal action if necessary.
o Regular contact with a range of stakeholders, not limited to:
the courts, solicitors, auditors, benefits agencies, social workers, bailiffs, probation officers, contractors, MP’s,
voluntary organisations, councilors, the police, social services, doctors and various other local and central
government depts.
o Effective control of rents arrears by implementing arrears procedures, including commencing legal proceedings
and carrying out evictions.
o Provide advice to tenants about welfare benefit entitlements including Universal Credit.
o Assist residents to manage their finances effectively, maximise their income and manage their expenditure.
o Process proof of rent forms, mortgage references and other documents as required.
o Maintain performance monitoring information.
o Manage all neighbour nuisance and Anti-social behaviour complaints to completion, including court attendance
and evictions.
o Arrange and carry out ‘Estate days’ and ‘Resident meetings’ to keep residents involved in their local community
Liaising and building relationships with external agencies to provide joint and effective working partnerships.

2. 2
Experience
HSBC, London Customer Service Representative July 1996 – July 2000
o To manage customer complaints from first notification to final resolution.
o To create cohesion between the branches and the customer service centre representatives.
o Coaching of telephone operatives, becoming team leader of 12. Managing their development as well as staffing
issues.
o Then transferred to the branch where a obtained my Grade 4 in banking, able to share deal and advise on
Mortgage products.
o Managing Business customers, identifying their needs and tailoring the correct products and services to their
specific requirements.
Our Price Music Single Buyer & Customer Service Oct 1990 – Jan 1995
o All aspects of customer service.
o Ordering of stock and becoming singles buyer for the Covent Garden branch.
o Dealing with sales reps and the sale or return procedures.
o All aspects of cashing up and weekly banking and figures.
o Always able to meet weekly sales targets through assessing the local competition and trends.
o Becoming Assistant Manager and taking over the staff management, including hiring of staff at Christmas,
managing sickness, holiday and disciplinary issues.
Education
‘A’ levels English Lit/Economics/Media Studies/General Studies
G.C.S.E.’s 9 (A-C grades)
ILM Certificate in Management Training

3. 3
Skills
o Microsoft office skills including; Advanced Word, Excel, Power Point. Various in house systems including Oracle, CRM
And Open Door.
o Full clean Driving License
o Budget management skills
o Effective problem solver
o Tactful and patient communicator.
o Customer focused.
o Success motivated.
o Health and Safety Awareness
o Team player
o Attention to detail.