Merseyside housing association, Livv Housing Group, has welcomed Lisa Olsen as its new Director of Customer Services.

With over a decade of experience in customer service across the not-for-profit and private sectors, Lisa joins Livv from Halton Housing, where she held the position of Director of Customer Experience.

Lisa has a proven track record of leading teams in customer engagement, complaints management, neighbourhood services, tenancy support and customer insight. She has also spearheaded transformative projects, including the implementation of Customer Relationship Management systems, driving Customer Journey Mapping and improvement initiatives, and establishing a central customer hub to deliver proactive, effective and efficient support services to customers.

In her new role, Lisa will oversee Livv’s contact centre and complaints functions.

Speaking of her appointment, Lisa said: “Throughout my career, the customer has always been my priority – understanding who they are, what they need and how they feel, then using this insight to design, deliver and improve services.

“Customer Services teams play a vital role in social housing, helping customers to access services, keeping them informed, resolving issues and building relationships – and I’m delighted to be joining Livv, where there is a clear commitment to continuously improving customer services. I’m excited to be part of a culture that strives to make a genuine difference for our customers and communities.”

Sharon Marsh, Executive Director of Customer Insight at Livv Housing Group, commented: “Excellent customer service is the cornerstone of building trust, strengthening relationships and meeting the evolving needs of our customers. Lisa will build on the strong foundations we’ve established, driving forward our efforts to transform how we work with our customers while delivering exceptional service and enhancing satisfaction. Her expertise and extensive leadership in social housing and beyond makes her an invaluable addition to the team, and we’re thrilled to have her on board.”

Lisa’s appointment follows the retirement of Martina Devlin, who dedicated 17 years of service to Livv Housing Group.

For more information about Livv Housing Group visit www.livvhousinggroup.com