To mark National Customer Service Week (October 4-8) we are shining a spotlight on members of our customer service teams, who dedicate their working days to delivering outstanding care to our homeowners.
We’re proud of our HBF five-star rating for customer satisfaction, which means more than 90% of our homebuyers would recommend us to a friend. Our fabulous customer care teams play a huge part in maintaining those high standards, and here we discover what a ‘day in the life’ is like for some of our award-winning employees.
Millie Knowles – North West Customer Service Technician
For Millie Knowles no two days are the same but that’s what she loves most about her role as a customer service technician and qualified plumber.
Millie, 23, usually starts her day arriving on site around 8am. Her first task is to check her schedule of jobs, sent through from her customer service coordinator.
Millie’s role is two-pronged and sees her going into houses just before completion to undertake any minor work such as paint touch ups as well as working with customers to carry out routine maintenance after they’ve moved in.
“When I’m inside a property that is yet to complete, I enjoy working on my own because there are no distractions and I get the job done. I know I always have the site team close by though and have really good relationships with them,” says Millie. “One thing I do really enjoy though is getting to know our customers when I do work in homes post-completion day. It’s really rewarding completing a task and seeing them excited about living in their new home.”
Prior to joining Redrow’s apprenticeship programme, Millie undertook a plumbing course at West Cheshire College. She completed her apprenticeship with Redrow and gained a recognised plumbing qualification and has also undertaken courses in health and safety and first aid.
“Working at Redrow has really opened doors for me,” adds Millie. “It’s been such good experience; no two jobs are the same so my days are always different and I feel like, because of that, I’ve learnt so much. It’s definitely one of the best things about my job, it isn’t repetitive at all.”
Emma Gunney – South Wales Customer Service Manager
It’s almost 20 years since Emma Gunney first joined our South Wales team as a sales consultant. Now a Customer Service Manager, she tells us about her ‘typical’ day and why she believes that we really are the best new homebuilder, for customers and colleagues.
Emma says: “Nothing is typical about the role of a customer service manager as the day can vary hugely which is exactly the way I like it. Customer service inspections, preview appointments and helping our customers with any issues that need our attention all form part of my day.
“It’s all about teamwork so the relationship between site and sales is critical; we work together to take care of our customers and get a job done.
“It’s a real privilege to be part of our customers’ house buying journey and it is always very emotional when they see their new home for the first time during our preview appointments. I’ve even shed a few tears when I see how excited people are when they get the keys for their dream new home. It’s always a special moment that makes me proud of our team and the amazing job that they all do.
“The commitment to training and development has always been excellent and I have appreciated all the opportunities that I have been given over the years to learn and progress.
“I would not have been working for the business this long if I wasn’t passionate and grateful for everything that Redrow has given me. From flexibility as a young mum to career progression 20 years on, I know that Redrow is right for me.”
James Rodi – Yorkshire Customer Service Manager
Yorkshire’s Customer Service Employee of the Year for 2020, James Rodi started with Redrow eight and a half years ago as a sales consultant before he made the move into the customer service department four years ago.
During a typical day James can be undertaking everything from new property inspections and home previews with customers to making courtesy visits to home buyers who have recently moved in.
He says: “I spend a lot of time on developments liaising with site teams and contractors to make sure we are making good progress with any snagging issues that come to light after a customer moves in. I also have weekly catch ups with the customer service coordinators.”
As well as working with the site teams, James also liaises closely with the sales team to ensure everyone is consistently delivering a fantastic new home and experience for customers.
His favourite part of the job is carrying out a home preview for an excited family: “There’s nothing better than seeing customers who are really overwhelmed to see their new home and can’t wait to move in. That’s what the job’s all about,” says James.
“I’m proud of the quality we deliver and the experience we give to our customers. Everyone I work alongside cares about the work we do, and the end game is to ensure that our customers are taken care of and are happy.”
Since starting at Redrow, James has completed several training schemes. Now he is doing an ‘Enhance’ course which is designed for colleagues who want to progress within the business.
He adds: “I love working at Redrow, from the people I work alongside to the company’s ethos, because I truly feel that we all want to do a good job for our customers. Everyone is proud to be working here.”
Lynne Bingham - East Midlands Head of Customer Services
Lynne Bingham has been with Redrow for two years and heads up the customer service team at our East Midlands division.
She usually starts her day in the office between 7.30am and 8am and really values her “quiet time first thing in the morning”. She explains: “I’m an early bird and being able to take a step back from managing the team gives me the headspace needed to look at the bigger picture and identify any changes we can make in the customer journey. We want to ensure each person purchasing a Redrow home has the best possible experience.
“A typical day for me involves supporting the customer service team with any escalated matters to ensure the best possible solution can be provided for our clients. I also review the data surrounding these issues to ensure we’re making progress towards positive outcomes at all times, identifying any trends so we can feed back to other departments.”
Lynne feels “incredibly proud” every time a happy customer moves into their dream property. She says: “To see how a house has become a home is a wonderful feeling and knowing that we have created a place for families to make memories is even better.”
On working for Redrow she adds: “It’s great to work for a company that has a strong vision for the future of the business and the brand, as it provides clear direction for us all.”
To find out more about a customer service career with Redrow visit www.redrowcareers.co.uk