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Blackwood appoints new Director of Customer Service

Doug Moyes has taken up the new role at a critical time for Blackwood.

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Blackwood has announced a new Director of Customer Service appointment 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 as it launches its new strategy and co-designs its next generation of services with customers. 

Mr Moyes has more than twenty years' experience in the care sector. For the past four years, he has worked with Blackwood, overseeing the provider's housing and care projects across the west of the country, covering 13 local council areas – while successfully embedding all 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 flats in the east of the city. 

Doug Moyes, 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 to 2026. 

"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. 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, covering all aspects of housing services. Before joining Blackwood, Doug held positions as an 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. 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 the 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 can also 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. 

Mt Moyes 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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