In Conversation With… Samantha Richardson

Samantha Richardson,General Manager - Resident Services, Young London

Samantha Richardson, General Manager – Resident Services, Young London

We are regularly in conversation with a plethora of leading figures in the property, investment, finance and charity sectors, many of whom are guest authors for PRSupdate. The purpose of this feature is to get them to discuss the topics and issues that are currently affecting the Private Rented Sector.

If you would like to take part in an In Conversation piece then please do get in touch with us.

Today we are in conversation with Samantha Richardson, General Manager – Resident Services at Young London.

Can you remind us about your background?

Before joining Young London I spent almost 15 years with Eurostar, where I worked my way up to being in charge of the International Customer Relations Department. This was a varied role that involved looking after queries and feedback from travellers as well as dealing with customer expectations following an unforeseen situation (such as a delay).

I have now been at Young London for nearly 2 years and I am proud to say that I have been promoted from my initial role as Head of Service Delivery & Training to General Manager for Resident Services.

As General Manager what are your key responsibilities at Young London?

As General Manager I am involved in all areas of the business with a focus on the smooth day-to-day running of the business. I am tasked with ensuring that our customers (clients, suppliers and residents) receive the highest level of customer service.

I am also involved with implementing business improvements based on the comments we collect from our Customer Service Feedback survey.

How has it been adjusting to working in the Private Rented Sector?

There has been a lot to learn in terms of new processes and regulations but I am really enjoying working in the PRS.

I am especially happy that I am able to learn everything I have while working for a company that breaks the traditional agent mould by focusing on the customer experience.

What was your business highlight of 2014?

The biggest highlight of the year was brining on board a new IT provider. They have greatly improved the reliability of our Cloud based operations and helped to streamline our back office programs and filing system.

And what has been your personal highlight of 2014?

Aside from being promoted to my new role? It has to be that I passed all four NFoPP modules and became a member of ARLA. I am now assisting in the study group sessions for the next set of employees who are undertaking the exams.

What business initiative are you most looking forward to implementing in 2015?

We have many plans in the works for 2015 and it’s hard to pick just one! A few of my personal favourites though are:

  • Our Perfectly Prepared Property initiative, the details of which are still being finalised.
  • A system whereby our residents can earn rewards by paying their rent online through a dedicated platform.
  • Implementing our Corporate Social Responsibility plans (which are still being finalised) and working alongside charities in our local areas.
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