Tenancy Deposit Scheme creates new roles to focus on customer service and technology

The Tenancy Deposit Scheme (TDS) has created two new roles to focus on customer service and technology.

Louise Walton, the former head of customer services at collapsed wholesale groceries chain Palmer and Harvey, has been appointed to a similar role at the TDS.

She has been named head of customer experience at TDS.

She said: “TDS is now very much a digital company but with a personal and accessible touch – an ethos which can only be realised through technological and customer service excellence.

“Ultimately, we aim for our online systems – such as deposit registration, requesting your deposit back or submitting dispute evidence – to be as user-friendly as possible.

“We will be liaising directly with our members to find out what changes we can implement to help make deposit protection as straightforward and customer-centric as possible.”

Meanwhile, François Josserand has been named as the TDS’ first ever chief technology officer.

Josserand joins TDS from the Royal Institute of British Architects and has worked in the private, public and not-for-profit sectors with a background in business and digital transformation.

He said: “As more agents, landlords and tenants access our digital solutions, it’s crucial that we constantly improve on our delivery.

“TDS is at a key point in its development and we are strengthening our technology offering to the private rented sector. As chief technology officer, I will lead our technology teams to both shape and deliver the digital transformation of all aspects of the business.

“I’m thrilled to join TDS at such an exciting time for the future of the company. Our members are at the heart of everything we do and I’m looking forward to working with Louise and the rest of the organisation to deliver our digital transformation.”

 

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