Emma Morris has been appointed to head up our group-wide Customer Services team as we continue to deliver a high-quality service to our buyers across all 13 of our regional divisions.
Emma joined Redrow in 2015 as Head of Customer Service for our South Wales region and has been at the forefront of delivering a high-quality service to the region’s homebuyers over the past five years. Prior to joining us, Emma worked at leading British retailer, Marks & Spencer, for 25 years, fulfilling customer-centric roles such as Commercial Manager to Store Manager.
As Customer & Quality Director, Emma is spearheading and developing our group-wide customer services strategy, drawing on her 30 years of experience in the sector. Emma also works within our recently consolidated Group customer service, sales, marketing, and communications function, with her promotion following the appointment of Matt Grayson to the role of Group Customer & Marketing Director in Autumn 2019.
In her new role, Emma has been working closely with the regional heads of customer services and construction directors on a group-wide customer service strategy, and has been key to ensuring that our best-in-class customer experience adapts to the current climate, as the country emerges from lockdown.
Since March, Emma has also been working in collaboration with the Institute of Customer Service to share best practice examples of customer care during lockdown with its members. For us, this has included carrying out Hard Hat tours virtually via WhatsApp, FaceTime or Zoom, and adapting home preview tours and welcome parties to fit with social distancing guidelines.
Emma Morris, our customer & quality director, says: “I am delighted to have had the opportunity to work with divisions across the country to create a seamless approach to Redrow’s customer service offering. I have always loved working with customers throughout their buying experience, and it is a privilege to now be working with customers on a national level on what will be the biggest purchase they make in their lives.”
“It’s vital that the experience buyers receive from such an established brand is the same no matter where or when a home is purchased. I am excited to be working with colleagues from across the business to set Redrow apart from other housebuilders with our customer-centric approach and to ensure that we continue to be aligned with evolving customer needs.”
Matt Grayson, our group customer & marketing director, adds: “Emma brings first-hand experience of delivering high-quality customer service at one of our regional divisions to the role, as well as invaluable insight from working in customer-focused roles at a world-class and well-respected retailer. I look forward to continuing to work with Emma as we evolve our customer experience and highlight the many ways in which Redrow makes such a positive and unique difference to communities.”
