North West landlord appoints director of customer services

Ms Olsen replaces Martina Devlin, who is retiring after 17 years at Livv.

The 13,000-home landlord said Ms Olsen “has a proven track record of leading teams in customer engagement, complaints management, neighbourhood services, tenancy support and customer insight”.

It said she has experience implementing customer relationship management systems, customer journey mapping and improvement initiatives, and establishing a central customer hub.

Ms Olsen 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 the commitment to continuously improving customer services is clear.”

Sharon Marsh, executive director of customer insight at Livv, added: “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.”

In October last year, Livv appointed Chris Holden as its new director of finance and investment.

Livv provides homes across the Liverpool City Region and the North West.