Southside’s customer service revolution gathers pace with two new positions



Glasgow-based Southside Housing Association (SHA) today announced the promotion of Thomas McIlvaney to the role of customer service team Leader and Heather Congalton to the role of business support supervisor.


Both the roles at SHA are newly created and critical to the success of the new customer service department and business support unit. SHA said the new roles allow the organisation to take full advantage of the opportunities presented by an ongoing digital transformation programme which aims to deliver an excellent service experience to SHA’s customers and communities.

Thomas McIlvaney is a Chartered member of CIH and with over 13 years of experience within the housing sector, and has been an active member of the business improvement project team at Southside. Part of this project has involved visiting housing organisations throughout the UK who are leaders in customer service delivery and Thomas will look to embed this experience at Southside.

Heather Congalton brings seven years working directly with SHA’s customers and communities, complemented by over 12 years of customer service experience in the travel industry. Heather will bring this unique blend of service sector experience in developing an improved service to SHA customers.

Dianne Keenan, recently appointed customer service department manager, said: “I am delighted to welcome Heather and Thomas to the CSD and BSU leadership team. They are both passionate in delivering our mission to delight customers with an outstanding customer experience, through whichever method best suits their needs. Heather and Thomas will, working with myself and the rest of the excellent team we’re developing, ensure that our customers and people are at the heart of everything we do. Together I am sure we can strengthen the Association’s existing relationships and reputation!”

Patrick Mc Grath, director at Southside Housing Association, added: “The Association’s management committee has invested heavily over the past 18 months in a Business Improvement Programme which has at its heart a desire to improve how we deliver services.

“This includes a new IT system that will allow customers greater control over when and how they engage with us, but also includes a radical restructuring of our teams and systems to better align with customers’ needs and expectations. We see the appointments of Thomas and Heather as excellent building blocks in this transformation.”



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