Head of Customer Services

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Redrow Homes Lancashire
Customer Services
Number of positions for this role
Chorley, Lancashire

About Redrow Homes:

Redrow is the UK’s fastest growing house builder.

Our purpose is to create a better way for people to live. We care about the quality of homes we build, the people who help us build them, the communities we create and the societies in which we live.

Scope: The Head of Customer Services is the Redrow Customer Champion in each region. The Head of Customer Services must ensure that Redrow listens to what customers want and ensure that the company responds in the most effective and relevant and personal way. Success will be measured through the NPS rating and other customer feedback. The Head of Customer Services must lead the regional transition in customer service and navigate the challenges that will be faced internally and externally over this time.

Key Responsibilities

Key Responsibilities:

1. Increase NPS year on year. Increase promotors and decrease detractors

2. Champion the customer throughout the regional business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement

3. Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes

4. Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them

5. Manage all customer service processes, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle.

6. Ensure that the Computer systems in place (e.g.SBMS) are being used to the required standards and identify and promote any areas of efficiency.

7. Troubleshooting. As problem areas for customer service are identified you must engage the Group CS Director to agree priorities and then engage your customer services team to address these areas and make the planned changes quickly and effectively

8. Financial analysis. Manage your budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance. Report your expenditure as required.

9. Planning. Work with the Group CS Director to drive continual improvement in people, technology, processes, service and product design and build. Establish and test new strategies to improve the customer service experience.

10. Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.

11. Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Liaise with Human Resources on all employment issues.

12. Training. Ensure continual upskilling in customer services through evaluation, development and training of staff

13. Day to day management. Manage your customer services team to deliver what customers need and to continually improve your customer service team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement

14. Specific tasks (not an exclusive list, but indicative)

a. attend weekly sales and build meetings

b. produce a monthly board report and attend monthly board meeting, contribute to wider business priorities.

c. engage with Housing Associations and Warranty providers

d. manage Subcontractors including continual performance measurement and reporting

e. manage the out-of-hours process and ensure adequate cover is in place at all times.

f. monitor NHBC resolutions and highlight trends where relevant

g. escalated customer issues, act promptly and where necessary visit the customer personally to agree a plan of action

15. Ensure the department operates in accordance with Company policies and procedures.

16. Comply with responsibilities as laid down in the Group’s Health & Safety Policy in order to ensure a safe environment within the department.

Job Description
Closing Date

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.