Livv Housing Group operates 14,000 homes across Liverpool city region and it has announced the hire of two new directors

Liverpool city region housing association Livv Housing Group has hired two new directors focused on customer services and community investment.

Natalie Rose and Tom Wilde have taken on the roles of director of customer relationship management and the director of community and business planning respectively at Livv which has around 14,000 homes.

Natalie brings 20 years-plus experience in customer facing operational roles in the hospitality, travel and retail sectors. She joins from British Land, where she was the customer experience director for Meadowhall shopping centre which attracts more than 25m shoppers a year.

As well as leading Meadowhall’s COVID-19 response, Natalie helped to launch a service which was a ‘UK first’ for shopping centres. She opened a customer hub where customers could collect, try on and return orders from online retailers all in one place.

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In her new role, Natalie is responsible for four key areas: delivering great housing services to customers; the management of customer complaints; income collection, and a new focus for the business – advisory services which supports and signposts customers who need help and support.

She said: “I’m excited to be joining a team which is so committed to focussing on what matters most to customers. Livv Housing Group’s commitment to offering tailored services that meet the needs and expectations of customers really stood out for me.”

Tom will be leading two teams that shape the direction and plans for the customer insight directorate including neighbourhood planning, community investment, operational performance and service improvement.

He joins from Trafford Housing Trust where he was head of the North West Foundation, working with local partners to design and set-up a range of new services. These included a new employment and skills support service and mentoring support for care leavers in the borough.

He also played a lead role in the service design and delivery of Greater Manchester Homes Partnership – an award-winning partnership of more than 25 organisations, providing tailored support to more than 300 rough sleepers across Greater Manchester.

“I was attracted to Livv Housing Group by the organisation’s clear focus on social impact and putting the customer first, which runs throughout Livv’s mission, values and corporate plan,” said Tom.