Career in housing spotlight: Championing customer experience

Choosing a career in social housing opens up a world of opportunity to experience a range of specialisms that all come together to ensure the best social housing.

It’s a sector that enables people to make an impact in an area that is a basic right for all – to have a home – from where a person can build and sustain other areas of their life.

Or what we like to call here at Mount Green – creating the foundations to thrive.

We’re proud of what we’ve been able to achieve as an organisation over the last 60 years, but this wouldn’t have been possible without our team.

As part of Inside Housing’s 40th birthday celebrations, we’re supportive of promoting the housing sector as a place to work and understand the need for more housing associations championing the leading examples and talent in their organisations.

One such individual at Mount Green is Liz McCluskey – our Customer Experience Manager – who was nominated by colleagues for the magazine’s 40 under 40 list.

Liz joined the team in November 2021, with no prior housing experience but enthusiasm and passion about using her skills to improve our service to residents. She’s seen as a compassionate leader who has gone above and beyond to deliver several initiatives that have positively changed how Mount Green engages residents.

From developing a positive complaint-handling culture across the organisation to ensuring front-facing colleagues are well-supported to deliver the best service to residents, Liz also led on the creation of our Engagement Strategy and Resident Committee Group (RCG).

The RCG acts as a conduit between Mount Green residents and the board, consulting and providing feedback on any proposed changes, as well as policies and procedures.

Comprising 8 residents, Liz was committed to ensuring members reflected the diversity (particularly around ethnicity, age, housing journey and tenure) of our communities.

Alan Dowling chair of the RCG, said: “I’ve known Liz for over 3 years and worked closely with her on a number of projects. She’s organised, values people’s time and opinions, will always listen and is really knowledgeable. More importantly, she’s always willing to share her knowledge and is someone I consider to be a great and considered leader at Mount Green. She is really well respected by the whole RCG, and we genuinely enjoy working with her.”

To further increase resident voice and representation, Liz has also overseen the relaunch of our Neighbourhood Rep programme. Formerly known as Estate Reps, Liz reviewed and co-designed the new role and title with residents and has recruited 20 Reps with plans to recruit many more.

Sarah Crabb, Assistant Director of Housing Services at Mount Green, added: “Liz is dynamic and over the years has used her out-of-sector experience to drive meaningful change across the organisation.

“She’s incredibly empathetic, impartial and a reflective leader. Not only does she ensure the resident voice is captured and championed across everything we do, often proactively working collaboratively across the entire organisation, but she always takes the time to consider any feedback or lessons learned to make further improvements. She’s a leading example for the wider sector.”

Interested in joining our team? Check out our latest vacancies.