Martin's extensive career in housing, spanning over three decades, has had a significant impact on the customer experience. His deep involvement in both frontline and management roles has given him firsthand insight into the challenges and needs of customers, which has informed his strategic approach to customer service.

By managing call centers, reception services, and complaints teams, Martin has ensured that customers receive timely and efficient service at key touchpoints. His leadership in these areas goes beyond operational management; he places a strong emphasis on understanding the customer journey, ensuring that each interaction is handled with care, and identifying critical moments that shape the overall customer experience.

One of Martin’s most impactful initiatives is the introduction of the Customer Charter at SHG. This charter sets clear expectations for both staff and customers, fostering transparency and accountability. The initiative has empowered customers by giving them a stronger voice in the services they receive, thereby building trust and improving satisfaction.

In addition, Martin leads the Customer and Community Engagement Team, ensuring that customer feedback is not only heard but actively influences organizational decisions. This has created a more customer-centric culture at SHG, where decisions are made with a clearer understanding of customer needs and preferences. By focusing on engagement, Martin has helped shift the organization towards a more collaborative model, where customers feel valued and are integral to shaping the future of services.

The combined effect of these efforts has been a more responsive, transparent, and customer-driven service model, resulting in improved satisfaction and stronger relationships between the organization and its customers.

Martin

I have had the privilege of successfully leading our Customer Service Excellence Accreditation for the past nine years, during which we have been recognized for over 30 compliance plus services. As the lead customer officer, I also oversaw the introduction of our call centre telephony system and the launch of our customer portal. I am excited to continue driving innovation and excellence in future projects, ensuring we consistently enhance our customer experience and service delivery.

Martin Saunders - Head Of Customer Access