A day in the life of customer service manager James
James Rodi is customer service manager at our Wakefield based Yorkshire division. The winner of Yorkshire’s Customer Service Employee of the Year for 2020, James began his career with us in sales before moving into the customer service team four years ago. Here he takes us though a typical working day – as he strives to deliver outstanding care to our customers.
James’ day typically starts around 8:30am, with checking emails and messages for urgent jobs, especially on a Monday, and prioritising his work for the day.
James joined us eight and a half years ago as a sales consultant before making a move into the customer service department.
During a typical day he can be undertaking new property inspections, home previews with customers, or making courtesy visits to home buyers who have recently moved in.
He says: “I spend a lot of time on developments liaising with site teams and contractors to make sure we are making good progress with any snagging issues that come to light after a customer moves in. I also have weekly catch ups with the customer service coordinators to make sure they are ok with what they are working on and to see if they need my assistance with anything.”
As well as working with the site teams, James also liaises closely with the sales team to ensure everyone is consistently delivering a fantastic new home and experience for customers.
James says his favourite part of the day is when he’s carrying out a home preview for an excited family:“There’s nothing better than seeing customers who are really overwhelmed to see their new home and can’t wait to move in. That’s what the job’s all about.”
James says he couldn’t do his job without his phone and iPad as well as the support of the site teams too, both construction and sales.
“I’m proud of the quality we deliver and the experience we give to our customers. Everyone I work alongside cares about the work we do, and the end game is to ensure that our customers are taken care of and are happy,”says James.
Since starting with, James has completed several training schemes. Now he is doing an ‘Enhance’ course which is designed for colleagues who want to progress within the business.
“I love working at Redrow, from the people I work alongside to the company’s ethos, because I truly feel that we all want to do a good job for our customers. Everyone is proud to be working here.”