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One day: future benefits
Transformation Project Manager Luke Stanley is part of the team responsible for questioning, modernising and improving the way we work – making every hour and pound we spend go further and achieve more.
With a background in private lettings management, Luke said he’s “always been a tinkerer” – constantly on the lookout for better ways of doing things and adding value for customers. Luke and his colleagues dig deep into Futures’ business data and the experiences of customers and colleagues as well as our systems and processes to iron-out inefficiencies and streamline to help us achieve our ambition of making customer experiences effortless. A typical day for Luke involves brainstorming with teams across the business to dissect how things work, step-by-step, and looking for ways to make things run more smoothly. Luke and his team also bring new ideas and technology into the mix to help keep us moving forward.
In the past year, the team has been looking hard at repairs – one of the most important parts of our service for residents. Altering the timescales of more urgent repairs to fit better with when customers are at home and having expert tradesmen on-hand at the customer contact centre have been among the improvements and have had a dramatic effect.
