Lyndsey Baker, 40, has won the title of our North West division’s Customer Service Employee of the Year.
Customer service manager Lyndsey says the best thing about her role is being part of each customer’s journey and having some influence towards making it a positive one: “Winning the award was so unexpected but it just gives me that reassurance that what I do is seen and valued by the wider company.
“My role is so versatile; it can often feel like you’re spinning many plates, but it is so rewarding when your help is appreciated by the customer.”
Mum of two Lyndsey joined our Daresbury-based North West operation in 2018 after working at Kier Living for 10 years and says her day-to-day work has changed drastically over the last year: “The biggest challenge for me has been the fact that social distancing means I am no longer able to go into our customers’ homes once they’ve moved in to conduct a courtesy visit and see how they’re getting on.
“Face to face interaction with a customer is really important and so I now offer this by arranging either a FaceTime meeting or a meeting outside their home at a safe social distance.”
Lyndsey says the restrictions brought on by Covid have also presented some obstacles with having to reschedule maintenance appointments if a customer was isolating and work taking slightly longer due to a limited number of trades being allowed to work in a property at one time.
“I’ve overcome these challenges by maintaining regular contact with my customers, keeping them updated on the current restrictions and procedures and being honest and transparent if materials are delayed or an appointment has to be rescheduled. Reassuring customers that I am here to support them to resolve any issues has hopefully made it a smoother journey for them,” adds Lyndsey.
Gareth Edwards, head of customer service in the North West division, based in Daresbury, Cheshire, says: “Lyndsey is a fantastic part of the customer service team. She is known to always put her colleagues first and supports them in their continued growth. She also strives to ensure our customers’ experiences are positive ones, which is so important to our business and helps us to retain our reputation as a HBF 5-star builder whom customers would recommend to family and friends.”
Lyndsey’s award was announced during our annual customer conference for all sales and customer service employees from around the UK, which was held virtually this year for the first time.
For details of where we’re building new homes go to www.redrow.co.uk/northwest and to find out more about a rewarding career with us visit: www.redrowcareers.co.uk
