My RHA
Another new appointment to our team
24th September 2024 | posted in News
We are helping ensure the focus is firmly on our residents, with the appointment of a new manager.
Lynn Fromme will ensure residents are at the heart of the business when she takes up the post of resident experience manager.
Lynn will join us at the beginning of November, when she will lead the work we have already started to put the resident voice at the centre of decision making. Lynn will oversee our approach to complaint handling, resident engagement and also lead our new first point of contact resident hub.
Currently complaints manager at Beyond Housing, which covers Redcar and Cleveland and the Yorkshire coast, Lynn has more than 30 years of experience in customer service, including identifying and delivering improvements and effectively handling and resolving complaints
She has been responsible for implementing successful initiatives to drive an unrivalled customer focused service and ensuring the highest standards of service are delivered at every point of contact.
Lynn was previously customer service manager at Gentoo Group in Sunderland, where she managed the customer experience team, measured customer service and feedback to ensure constant improvement and handled and resolved complex situations and complaints.
Lynn said: “I am delighted with my new appointment and to be joining Team Railway at such an exciting time on the start of its journey. I am passionate about delivering great customer service and look forward to working with colleagues and residents to improve and deliver an unrivalled resident experience.”
Lynn, who lives in the North East, will be part of the team working with Chief Operating Officer Chris Marshall.
Chris added: “Lynn is a fantastic addition to our team and I’m really excited to be working with Lynn to improve the experience for our residents. This new role at Railway is a direct result of feedback from our residents and we’re committed to improving our approach to customer service, complaint handling and how we ensure that we listen to and act upon the feedback.”
