Stella Charman appointed as Customer Experience Director
Southern Housing Group, one of the largest housing associations in the south east of England, has appointed Stella Charman as Customer Experience Director to lead the Group in improving its customer experience.
Stella previously worked for Eurostar where she helped re-develop its approach to customer experience across Europe. She brings a strong track record of enhancing customer experience and improving satisfaction.
With a wealth of experience at large companies like British Airways and Legal & General, Stella has expertise in delivering improved brand engagement and supporting colleagues to connect better with customers.
Stella will look at how the Group can build and improve its current telephone based customer service. In her first months she has taken steps to modernise services, supporting the introduction of a web chat function for customers and increasing use of the Group’s social media presence.
Engagement is key to her approach and Stella believes the Group can improve its customers’ experience by asking them for more detailed feedback, listening to and acting on suggestions. She has already begun to review the methods the Group uses to engage its customers.
Chris Harris, the Group’s Director of Customer Services, said:
“I’m excited that Stella has joined us and look forward to working closely with her to improve our services.
“Stella’s appointment to this newly created role demonstrates the importance the Group places on an excellent customer experience. Her know-how and skillset will be extremely valuable in improving our service.”
Following her appointment, Stella said:
“I’m very happy to have joined Southern Housing Group. It’s committed to improving services for its customers and I’m looking forward to helping lead that change.
“While the Group already provides a good level of customer support, I’m confident that we can improve on what we do.”
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For all enquiries, please contact:
Jack Knowles Communications Officer Southern Housing Group 020 7324 1236