Customer Services Manager Job Description
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1
2JOB DESCRIPTION
Job Title:
Customer Services Manager
Reports to:
Head of Customer Service
Accountable to:
Head of Customer Service
Job Purpose:
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.
Customer Service Technicians
Responsible for:
Customer Service Co-ordinators
Staff:
Scope:
The Customer Service Manager will deliver a first class service
to our customers throughout the customer service process.
The role will involve management of a small team of Customer
Services Technicians and close interaction with the Customer
Service Co-ordinators
Key Responsibilities:
1. Increase NPS year on year. Increase promotors and decrease detractors through
addressing customer needs efficiently and effectively
2. Be responsible for the final quality inspection of the property before it is handed over to
the customer putting into place prior to the handover any remedial action that is required
3. Champion the customer throughout the business and be the first elevated point of
contact once exchange has taken place if the customer once exchange has taken place.
4. Visit customers in the field to understand their needs by building a professional
relationship throughout their Redrow journey, offering guidance and
assistance/rectification to matters raised. This will involve occasional evening/weekend
working.
5. Manage internal and external relations to ensure that customers are satisfied
6. Feedback patterns of design/specification issues and following instruction implement
changes
7. Ensure accuracy of all customer details and all communication is correctly recorded on
SBMS/Internal computer system
8. Manage and assume responsibility for the Customer welcome meeting and ensure that
all relevant parties are able to attend, ensure these meetings are arranged at a
convenient time for customers and follow the agenda set out in the customer services
procedures, this will involve occasional evening/weekend working
9. Carry out the home preview in the customers new home, ensure that all relevant
operating instructions and helpline numbers are provided to customers as part of this
process.
10. Instruct and liaise with the Maintenance Technicians, Sub-Contractors & Material
Suppliers; Monitor the progress of remedial works
11. Ensure Maintenance Technicians diaries are fully utilized, with consideration to
geographical benefits and restrictions
12. Understand Service Level Agreements and raise concerns to the HOCS were these to
fall short
13. Build a thorough knowledge of Redrow house-types and construction processes
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Parent category: Business