Blackwood appoints new director of customer service

Doug Moyes, new director of customer service at Blackwood

AN INNOVATIVE housing and care provider has announced the appointment of a new Director of Customer Service who will drive its digital services and enable its customers to live independently.

Doug Moyes has taken up the new role at a critical time for Blackwood Housing and Care as it launches its new strategy and co-designs its next generation of services with customers.

Doug has more than twenty years’ experience in the care sector and has worked with Blackwood for the past four years overseeing the provider’s housing and care projects across the west of the country, covering thirteen local council areas – while successfully embedding all of the national guidance to keep customers as safe as possible during the pandemic.

One of his recent strategic projects was to manage the provider’s new development in Glasgow, Helenvale. The development is a collection of 24 highly accessible, connected, affordable and beautiful flats in the east of the city.

Doug, originally from Keith in Moray, said: “My new role comes at an exciting and crucial time with our plans to focus on independent living and healthy ageing neighbourhoods as part of our new strategy for 2021-26.

“Having worked on projects with the customers and service teams across the west of Scotland for the last four years with Blackwood, this feels like a great next step in my career and I’m thrilled to be taking up the post.”

In addition to his full-time role, Doug is also undertaking a postgraduate degree in Housing Studies at Stirling University which covers all aspects of housing services. Prior to joining Blackwood, Doug held roles as operational manager at three other care and support providers.

Fanchea Kelly, Chief Executive at Blackwood, said: “Doug has fantastic ambition and a very strong operational background, along with successful delivery of strategic projects such as Helenvale. He cares about making a difference for our customers and the next generation of people we can serve.

“This makes him the perfect candidate to take forward the new role as Director of Customer Service, and I’m pleased that after an extensive external search he won through to achieve this important role.

“Technology is a huge aspect of our focus on encouraging customers to live as independently as possible, and feeds into how we design our ‘Blackwood House’ and the care we provide.

“Doug will make sure we continue our focus on tech-enabled housing and care services, while ensuring our customers are happy with our offer to them, and our teams continue to have an outstanding level of commitment.  We know he will thrive in this exciting and challenging environment, and I’m delighted he has accepted the role.”

The housing and care provider has further increased its focus on technology throughout the pandemic, offering all customers a device complete with bespoke digital system CleverCogs™ along with Wi-Fi access, to keep them digitally connected and able to access services like Near Me, an NHS video consulting service that enables people to virtually attend appointments.

Blackwood customers are also able to use CleverCogs™ to stay in touch with friends and family through video calls, watch their favourite shows, access local information and receive calendar reminders of care visits and medication.

Doug added: “I am excited about shaping this new role with a real focus on value and quality for our customers and working with my colleagues to design new independent living services for our digital age.”

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