Joanna Gordon

I'm an enthusiastic hard working professional who can adapt well and deal with any challenges faced. I love working with all types of people and helping where I can. I have a vast knowledge of Housing / Admin and Customer Services. I'm looking for a new opportunity

Neighbourhood Housing Officer at Grampian Housing Association (2019-08 – 2024-09)

I had worked at Grampian Housing Association for 8 years. Due to another restructure and change of jobs, I felt this was the right time for me to go and venture into something different away from the housing sector, in which I'd been in for over 13 years. Through my time at GHA, I worked for 3 years in the Customer Service department, providing a variety of services to tenants, other customers, contractors and colleagues.

Face to face contact was regular. I then took the opportunity to become a Neighbourhood/Housing Officer. This entailed many different tasks and customer facing focussed as well as daily visits and meetings with tenants and contractors and other external agencies.

I carried out a lot of travelling around the Aberdeen and Aberdeenshire area and now wish due to be closer to home and less travelling. I have a vast customer service background and can work various MS computer packages, email, phone. I also have a wide range of qualifications and online courses that have been completed throughout my career.

I have some knowledge of kitchen/bathroom installs and would be delighted to learn more about this area.

Customer Service Officer at Grampian Housing Association (2016-09 – 2019-08)

I work hard within a team and can work independently and happily on my own. I feel I can relate to different types of people and colleagues on all levels and show empathy and compassion. I will strive to complete any task I'm given and can acknowledge where and if I need to ask for help or guidance.

As previously mentioned, I have a vast customer service background and skills/qualifications. I'd be more than happy to undertake any further training or courses where required for this post and to learn any internal computer packages/softwares

• Improved company processes by analysing customer feedback and service trends.
• Maintained excellent client satisfaction by providing in-depth support.
• Maintained working knowledge of available products and services.
• Collaborated closely with team members to provide seamless service experience.
• Assisted colleagues during peak hours, ensuring overall productivity of the team.
• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
• Implemented customer follow up to uphold service standards.
• Delivered high-quality service with attention to detail and professionalism.
• Resolved conflicts quickly whilst preserving positive business relationships.

Admin Assistant at Aberdeen City Council (2014-02 – 2016-06)

• Supported accurate record-keeping with proficient data entry skills.
• Coordinated office operations by handling phone inquiries, managing correspondence and supervising office cleanliness.
• Assisted in the preparation of regularly scheduled reports for upper management review.

Housing Assistant at Castlehill Housing Association (2013-06 – 2013-12)

• Handled rent collection to ensure timely payments.
• Participated in team meetings for improved coordination and planning
• General admin and customer service duties

Volunteer - Admin Assistant at Aberdeen Care and repair - Castlehill (2012-06 – 2013-06)

• Day to day admin/office duties
• Supported accurate record-keeping with proficient data entry skills.
• Prepared work orders for repair contractors and staff. Updated CRM databases.

Sales Assistant at Encore Dress Agency (2010-09 – 2012-05)

• General sales advice and support
• Dealing with customers on a daily basis
• Taking payments and providing receipts
• Providing excellent customer service and a friendly environment to shop in.

HND in Legal Services – Aberdeen College (2010-07)

Higher National Diploma in Customer service/repairs maintenance – Chartered Institute of Housing (2017-08)

Scottish Qualifications Certificate in Computer packages/ECDL – QA Apprenticeships (2018-10)

Higher National Diploma in Housing/customer service/rent arrears – Chartered Institute of Housing (2023-04)