Overview
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.
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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.
Redrow Homes Eastern
