Head of Customer Services

Division
Redrow Homes London
Department
Customer Services
Number of positions for this role
1
Location
London
Summary

Summary:

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 NHBC recommend rating along with other customer satisfaction KPI's. Along with other customer feedback for example on-line reputation.
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 NHBC recommend ratings year on year. Achieve targeted performance in other key measures like quality, service before and after and expectations. NPS is also a key measure of customer satisfaction, increasing promoters and decreasing 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.
6. Ensure that the Computer systems in place (e.g. Red CS) and are being used to the required standards and identify and promote any areas of efficiency.

Further details are shown in the Job Description below.

Job Description
Job_Description_Head_of_Customer_Services.pdf
Closing Date
08/10/2021