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Putting customers first brings promotion for Kerrie

Kerrie Clayton has been promoted to customer service manager for Redrow Homes (Lancashire) in Chorley.

It comes as the developer continues to enhance its relationship with buyers through projects like Customer First, which aims to improve people’s purchasing experience from before they reserve a property to after they have moved in.

“Buying a home can be a stressful experience,” says Kerrie, “so the more advice and support we can give them, the better it will be.

“It helps to manage buyers’ expectations too. You build a bond and a trust so that you can make people aware of the challenges of a new build, basic things like ‘running in’ a new home and the fact that plaster will dry out, so they understand and know what to expect.”

Kerrie, 34, a mum of three from Bamber Bridge, near Preston, has been with Redrow for three years, having worked previously as a BT works co-ordinator for Enterprise plc and, before that, as a buyer and purchase invoice clerk for a different building company.

“It’s nice to get back into the construction industry and have that experience and knowledge from another role to bring to the job I do now,” Kerrie adds. “I’m much more customer-facing nowadays and that is what I love. People want to feel valued and special and that’s how we want them to feel – because they are.

“Buying a home is a huge thing and we want to ensure that it is an enjoyable one from reservation, often off-plan, to that exciting first viewing of the finished home about two weeks before legal completion, and beyond.”

As part of the Customer First initiative Redrow has introduced welcome parties for new home owners before they move in. So far, Kerrie has hosted five such occasions at developments in or near Manchester and Liverpool.

These are celebrations designed for customers who have just exchanged contracts on the purchase of their new home. Co-hosted by the development’s sales consultant and the customer’s dedicated customer service manager, they are great ways of building relationships and getting to know the new neighbours.

“The parties mean buyers can meet their neighbours before they move into their new homes and share tips and advice on common issues. And they can enjoy a glass of bubbly with a few nibbles at the same time,” says Kerrie, who is married to Steve with whom she has three children.

Away from work Kerrie is busy being a mum to James, 15, Charlotte, 12, and Alfie, five, but does like to go to the gym with her work colleagues whom she praises: “We have a fantastic team and we work really well together.”

It’s a sentiment echoed by Claire Jarvis, sales director for Redrow Homes (Lancashire), who adds: “Kerrie was offered the role as customer services manager on a temporary basis in September last year. The idea was that it would be for 12 months but we were so impressed with her performance that it was clear after only three months it should be a permanent role. She should be proud of her achievements - we are certainly proud of her.”

Redrow’s Lancashire division is based at Buckshaw Village, near Chorley and currently has new homes developments underway across Lancashire and parts of Greater Manchester and Merseyside, with an emphasis on the M6, M60 and M62 corridors. To find out more about new homes available and start your customer journey, visit www.redrow.co.uk/lancashire

For job opportunities go to www.redrowcareers.co.uk.

Established more than 40 years, Redrow Homes is one of the UK’s leading house builders, with a £1.4 billion turnover and building more than 4,700 homes in 2015/16 financial year.

Operating across England and Wales, there is a strong emphasis on providing high quality homes in prime locations and its housing ranges feature designs to suit all lifestyles:

• The Heritage Collection combines traditional looking, ‘Arts & Crafts’ influenced exteriors with bright, modern, high specification interiors.

• The classically styled Regent Collection features Georgian inspired street scenes and architecture.

• Redrow has also launched a new brand of contemporary homes in Abode, which boast open plan layouts with streamlined kitchen, dining and lounge areas, high specification wet rooms and outdoor living space.

Redrow also creates exclusive bespoke developments in both rural and urban locations. The company has won numerous awards over the years, including, most recently, the Gold Award for Best Large Housebuilder at the What House? Awards 2015 and 2014, Best House Design at the Sunday Times British Home Awards 2015 and the 2014 Building Awards Housebuilder of the Year. Its ‘My Redrow’ online tool won the overall Customer Engagement category at the 2013 Peer Awards for Excellence. Web: www.redrow.co.uk.