Job description
To manage and continually improve the Customer Service experience for Redrow customers to ensure Redrow remains a 5 star builder and a leader in Customer Service at the premium end of the homebuilding industry. To lead the Customer Services team within the division and continually improve the customer service experience in the division. The Head of Customer Services is the Redrow Customer Champion in each region.
Maintain Recommend rating at above target to ensure the business remains a 5 star builder.
Increase all Customer Satisfaction KPI's year on year and ensure they remain above target. Including NPS. Increase promoters and decrease detractors through addressing customer needs efficiently and effectively.
Be aware of and ensure all Customer Services staff adhere to the requirements of the New Homes Ombudsman (NHO) dealing with any complaints in line with Redrow’s Complaints and Resolution Policy.
Be an escalated contact under Stage One of our Complaints and Resolution Policy.
Provide clear verbal and written communication with customers and manage their needs and expectations appropriately. Utilise the Redrow Customer Communications Guide and Standard Letters. Where relevant participate in virtual communication including video messaging to enhance the customer experience.
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