Summary
The Head of Customer Services is the Redrow Customer Champion in each region. The Head of Customer Services must ensure that Redrow listens to what customers want and ensure that the company responds in the most effective and relevant and personal way. Success will be measured through the NHBC recommend rating along with other customer satisfaction KPI's. Along with other customer feedback for example on-line reputation.
The Head of Customer Services must lead the regional transition in customer service and navigate the challenges that will be faced internally and externally over this time.
Key Responsibilities
1. Increase NHBC recommend ratings year on year. Achieve targeted performance in other key measures like quality, service before and after and expectations. NPS is also a key measure of customer satisfaction, increasing promoters and decreasing detractors.
2. Champion the customer throughout the regional business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement.
3. Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes
4. Financial analysis. Manage your budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance. Report your expenditure as required.
5. Planning. Work with the Group Customer and Quality Director to drive continual improvement in people, technology, processes, service and product design and build. Establish and test new strategies to improve the customer service experience.
What we can do for you
We've been building a proud reputation for beautiful high quality homes across England and Wales for nearly 50 years. Key to our success are the many talented people working in every department across the business who are committed to excellence. We encourage them all to grow and maximise their potential by working with like-minded people who share their vision and values.
At Redrow we are committed to continuously promoting Equality, Diversity and Inclusion (ED&I) throughout the business to build a culture that is inclusive to all, actively values difference and ensures everyone is treated fairly.
Supporting the physical, emotional and financial wellbeing of our people really matters and it\'s something we take very seriously. The health and wellbeing of our employees and sub-contractors is embedded at the heart of our culture and as part of this, we offer a wide range of wellbeing programmes, initiatives and education to support our colleagues both in work and in their personal lives.
We promote a culture of development and believe in investing in each individual to help them fulfil their personal goals, excel in their current role and support their future career progression.