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Directors frontline job swap for customer service week

THREE directors from a Lancashire housebuilder swapped places with frontline staff this week as part of National Customer Service Week (October 2-6).

Redrow Homes (Lancashire) was one of 14 of the company’s divisions holding events to showcase the vital role customer service plays in successful business practice and as a driving force for the UK economy.

Each day of the week centred on a particular theme and these ranged from listening to customer voices on Monday to unlocking the potential of customer service staff on Thursday, in association with The Institute of Customer Service.

On Wednesday the theme centred on getting senior management involved in customer service and three directors from Chorley-based Redrow Homes (Lancashire) swapped their usual jobs to sign off new homes before they were handed over to customers.

Gareth Edwards, head of customer service for Redrow Homes (Lancashire), said: “Making sure our homes are of the highest standard at the point at which we hand them over to their new owners is one of the most important jobs within the company. It’s actually a role that’s overseen by several different people and there’s a three stage sign off by the site manager, sales consultant and customer service manager.

“As part of our ‘getting the board on board day’ our sales director Claire Jarvis, land director Karl Longworth and technical director Chris Mills joined me to swap places with the troops on the ground who usually undertake this vital role every day. It’s important for us all to appreciate just what a difficult job it is to do, as it requires meticulous attention to detail and an ability to place yourself in the customer’s position. The whole week has been a great success and has been about re-emphasising the importance of high levels of customer care to all members of staff.”

Redrow has an impressive record for customer service with nearly 90% of customers saying they would recommend Redrow to a friend, as measured by the independent Home Builders Federation survey.  

Gareth added: “This week is not only an opportunity for us to highlight customer service, but to pause and think about what else we could do to improve the experience of our customers when they come to purchase a home with us. Over the course of the year we take every opportunity to innovate the way in which we relate to and help our customers. We want customers to feel that they have a genuine relationship with Redrow and for the process of moving in to their brand new homes to be as quick, easy and stress-free as possible.”

For more information on where Redrow is building in Lancashire visit 

Redrow was established in 1974. Today, it is one of the most successful and acclaimed property developers in the UK, building over 5,400 premium quality family homes a year in prime locations across England and Wales. Over Redrow’s history spanning more than 40 years, it has earned a unique reputation for quality and building beautiful homes, which people love to live in. To help achieve this it also focusses on two other key areas: valuing people and creating outstanding locations. Implementing its strategy whilst engaging with colleagues and stakeholders helps Redrow deliver significant value to investors and the wider community. Redrow is listed on the London Stock Exchange and is a constituent of the FTSE 250 index. For the year ended 30th June 2017, the Group reported record revenues of £1.65 billion. Redrow has been awarded the ‘Best Large Housebuilder’ title twice in the last three years at the What House? Awards. This year, Redrow was named as a UK Top 100 Apprenticeship Employer for the fourth consecutive year. Visit for more details.