Head of Customer Services
This vacancy has now expired, and is not accepting any new applications.
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Closing Date: 21/06/2022
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.
Summary
To manage and continually improve the Customer Service experience for Redrow customers to ensure Redrow remains a 5 star builder and a leader in Customer Service at the premium end of the homebuilding industry. To lead the Customer Services team within the division and continually improve the customer service experience in the division. 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 and customer feedback including 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
- Maintain Recommend rating at above target to ensure the business remains a 5 star builder.
- Increase all Customer Satisfaction KPI's year on year and ensure they remain above target. Including NPS. Increase promoters and decrease detractors through addressing customer needs efficiently and effectively.
- Be aware of and ensure all Customer Services staff adhere to the requirements of the New Homes Ombudsman (NHO) dealing with any complaints in line with Redrow’s Complaints and Resolution Policy.
- Be an escalated contact under Stage One of our Complaints and Resolution Policy.
- Provide clear verbal and written communication with customers and manage their needs and expectations appropriately. Utilise the Redrow Customer Communications Guide and Standard Letters. Where relevant participate in virtual communication including video messaging to enhance the customer experience.
Please refer to the Job Description for full details.
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.
