Dave Guyatt

Background

About Dave Guyatt

I joined Richmond Housing in the summer of 2019, initially for just three months, later on a permanent basis, and I loved the opportunity to lead the Customer Service and Complaint teams through what was an unprecedented time for colleagues and customers. During this period, the RHP Trust Pilot rating rose from a lowly 1.5 stars to a sector leading 4.5 stars reflecting the brilliant work from front line customer advisors. We also witnessed Contact Centre improve operational performance metrics considerably (to upper quartile levels) and colleague engagement scores for the Customer Services teams hit a record high in Q3 2021, both outcomes I'm very proud to have been part of. As part of the RHP leadership team, I also worked closely on several key cross team initiatives, including transformation projects to source a new repairs system, and procure a repairs service contract. After a short period as interim, I’m now delighted to have joined the team at Golding Homes on a permanent basis with a sharp focus on driving improved customer satisfaction and colleague engagement. I have significant experience in Social Housing, Private Medical Insurance and Financial Services where I've led my teams to deliver award winning, industry recognised customer experiences for 25 years, in both Contact Centre and Back Office environments (sales & service). I'm very proud of the successful outcomes we achieved together, including national recognition from the Institute of Customer Services and CCMA, and regionally, the South West Contact Centre Forum.