Customer is king with new head of customer service Michelle
Doing right by the customer and building valuable relationships is the primary aim of Lancashire’s new head of customer service, Michelle Bentley.
Michelle has returned to where her passion lies; a consumer facing customer service role, and one for which that she has spent more than 26 years developing the necessary skills.
Previous roles saw Michelle lead highly effective customer and stakeholder teams across a broad range of UK infrastructure sectors, including construction, housing, water and energy.
At our Buckshaw Village based Lancashire division, Michelle will lead a team of 13 people, including customer service managers, technicians and coordinators.
“In my previous roles, I have successfully transformed the customer experience process. I continuously look for ways to improve customer journeys and become more efficient. In my new role at Redrow I aim to develop excellent communication channels between my team and our customers while also creating a sense of team spirit,” says Michelle, 42, from Leyland.
“It is my role to ensure we deal with customers in an effective and consistent way.”
Michelle says the appeal of working for a forward-thinking company paired with the fact that she is now based just two miles from her home is also a massive plus.
“I’d worked in national roles previously and so was away from home a lot. Now my quality of life and work/life balance is so much better and I’m really looking forward to helping my team develop in their roles,” adds Michelle.
Mum to a teenage son, Michelle has always tried to set a good example and instil a good work ethic in her son, who is a keen basketball player for Preston Pride Community Club.
Claire Jarvis, managing director in Lancashire, says: “Michelle’s experience in delivering fantastic customer service will put us in excellent stead to ensure our customers’ journeys are positive ones. She is a real asset to the business and I’m sure will help us to retain our HBF five-star status for customer satisfaction.”
Michelle has been highly commended as manager of the year and employee of the year with previous employers and was also part of a team that won a Customer Frontline Award at the National Housing Federation Awards.