Bernicia appoints business change director

North East housing association Bernicia has appointed Michael Dent as director of business change to support the delivery of its corporate strategy.

Initially brought in as a consultant to lead the customer service excellence project, Michael helped Bernicia become the first UK housing association to deliver end-to-end repairs services through the Salesforce platform.

In his new permanent role, he will drive the adoption of new systems and processes to enhance customer and colleague experience and support digital transformation across the organisation.

Michael brings extensive change management experience from senior roles at companies including npower and Water-Plus.

Michael said: “I’m delighted to have been given the opportunity to join such a driven organisation that has a strong focus on improving not only the service of its customers, but also communities in the North East.

“I’m looking forward to working with the team to help lead the delivery of impactful business change to drive better outcomes for customers, colleagues and the business.

“Helping the team to make sure we’re delivering the right changes at the right time will help support the organisation’s continued success and positive impacts it creates for customers, colleagues and the region.”

Andrea Malcolm, chief executive of Bernicia Deputy, added: “Michael brings exceptional governance and project management skills to a complex and important direction of travel for Bernicia.

“Business change can be complex. 

“Michael has demonstrated the value of exceptional oversight and working collaboratively, ensuring everyone moves with pace, and in the right direction.

“I am confident that customers and colleagues will soon feel the benefits of our investment and commitment to service excellence.”

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