CEO Alison Dean and Chief Customer Officer Matt Foreman recently spent time with customer-facing colleagues as part of her ongoing regional visits across Great Places.
The visit gave Alison and Matt the opportunity to learn more about the work being carried out by teams across Plumlife Management and The Hub, while hearing first-hand about the support they provide to customers every day.
The day began with a visit to Princes Court in Monton, where they met Nigel Gaskell, Operations Manager, and Jade Burslem, Property Manager. Over coffee at a local café, they discussed the scheme, its current legal arrangements and the services provided to customers before heading out on a tour of the building.
During the visit, Alison and Matt learned more about the day-to-day management of Princes Court and met with customer representatives to hear about their experiences of living at the scheme.
The tour continued with visits to Annesley Court and Asbury Court, where they met colleagues and scheme representatives to gain a greater understanding of how services are delivered and how teams work with customers to maintain thriving, well-managed communities.
Following the morning site visits, Alison returned to Head Office to spend the afternoon shadowing colleagues in The Hub.
The session provided valuable insight into the range of enquiries and support requests received from customers, as well as the important role Hub colleagues play in helping customers access services and resolve issues.
The visit formed part of Alison’s commitment to spending time with teams across the organisation, understanding their experiences and hearing ideas about how Great Places can continue to improve services for customers.
Alison Dean said:
“I always enjoy getting out and about to spend time with colleagues and see first-hand the difference they make for our customers.
“It was fantastic to visit Princes Court, Annesley Court and Asbury Court and learn more about the support and services being delivered across our independent living schemes. Meeting colleagues and hearing about the work they do every day gave me a real insight into the challenges they face and the positive impact they have on customers’ lives.
“I also enjoyed spending time with colleagues in The Hub and seeing the wide variety of enquiries they handle. They are often the first point of contact for our customers and provide an invaluable service, helping people access the support they need.
“These visits are incredibly important because they allow me to hear directly from colleagues and customers, understand what’s working well and identify opportunities for us to continue improving the services we provide across Great Places.”
