Customer Services Manager
Closing Date: 31/05/2024
Summary
The Customer Services Manager will deliver a first class service to our customers throughout the customer service process. The role will involve management of a small team of Customer Services Technicians and close interaction with the Customer Services Co-ordinators. In addition they will manage and continually improve the Customer Services experience for Redrow customers to ensure Redrow remains a 5 star builder and a leader in Customer Services at the premium end of the homebuilding industry.
Key Responsibilities
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Increase NPS year on year. Increase promotors and decrease detractors through addressing customer needs efficiently and effectively
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Be responsible for the final quality inspection of the property before it is handed over to the customer putting into place prior to the handover any remedial action that is required
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Visit customers in the field to understand their needs by building a professional relationship throughout their Redrow journey, offering guidance and assistance/rectification to matters raised. This will involve occasional evening/weekend working.
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Manage and assume responsibility for the Customer welcome meeting and ensure that all relevant parties are able to attend, ensure these meetings are arranged at a convenient time for customers and follow the agenda set out in the customer services procedures, this will involve occasional evening/weekend working
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Carry out the home preview in the customers new home, ensure that all relevant operating instructions and helpline numbers are provided to customers as part of this process.
What we can do for you
We've been building a proud reputation for beautiful high quality homes across England and Wales for nearly 50 years. Key to our success are the many talented people working in every department across the business who are committed to excellence. We encourage them all to grow and maximise their potential by working with like-minded people who share their vision and values.
At Redrow we are committed to continuously promoting Equality, Diversity and Inclusion (ED&I) throughout the business to build a culture that is inclusive to all, actively values difference and ensures everyone is treated fairly.
Supporting the physical, emotional and financial wellbeing of our people really matters and it\'s something we take very seriously. The health and wellbeing of our employees and sub-contractors is embedded at the heart of our culture and as part of this, we offer a wide range of wellbeing programmes, initiatives and education to support our colleagues both in work and in their personal lives.
We promote a culture of development and believe in investing in each individual to help them fulfil their personal goals, excel in their current role and support their future career progression.
