Lisa Jess

Lisa Jess is a Customer Experience Specialist at Eastlight Community Homes, specializing in complaint resolution and supporting senior management in addressing customer feedback. With previous roles as a Data Analyst and Resolutions Manager at Eastlight, Lisa has extensive experience in root cause analysis and ensuring consistent complaint handling in compliance with the Housing Ombudsman’s guidelines. Prior to Eastlight, Lisa worked at Vita Health Group as a Resource and Management Information Manager, leading a team to optimize contact centre operations, and at Peabody, where roles included Resource Manager and Resource Analyst, focusing on staffing forecasts and data insights. Lisa's earlier career includes positions at IFDS, where responsibilities ranged from quality coaching to customer service administration, highlighting a strong background in customer care and data analysis. Lisa holds A Levels from Basildon College and possesses significant achievements in team leadership, process improvements, and managing operational changes.