"A new home is one of the biggest purchases people make and so understandably they have high standards."
WITH 10 years’ experience of dealing with customers from across the housing industry, Robert Harding is at home in his new role with Redrow.
He’s been appointed as head of customer services at Northampton-based Redrow Homes (South Midlands) Division.
Robert’s appointment comes as Redrow continues to evolve its ‘Customer First’ approach. Although almost 90% of customers say they would recommend Redrow to family and friends, the homebuilder is focused on improving this and other key customer service measures.
Redrow has restructured all customer service departments, created new handover policies for finished homes, re-engineered the customer journey to introduce the customer service team earlier and build relationships, updated its website and customer service management system and built new web and app platforms to help customers.
“A new home is one of the biggest purchases people make and so understandably they have high standards,” Robert, who lives in Elstow, Bedfordshire, says.
“Purchasers want their own home to match what they see in our show home or sales brochure and it’s important that we meet their expectations.”
Robert, who is in his mid-50s and a father to two teenage sons, spent 10 years working for the NHBC managing remedial works for housebuilders and homeowners. Having seen life from the other side of the fence he’s now pleased to be helping Redrow ensure its customers have the best possible journey.
“Redrow set high standards, have robust systems and everyone works as a team including construction, sales and customer service. We work hard to make sure our contractors understand they don’t just work in construction, they provide a product that is sold to a customer so they all work in customer service too.”
Having bought a new build home himself, he combines professional and personal experience and can empathise with customers.
“You need to be a people person to work in customer service. I put myself in the customer’s shoes and think ‘would I expect what they are looking at?’. If the answer is ‘no’ then we have to deal with it as quickly as possible and to a high standard.”
Robert’s Northampton team includes three co-ordinators, three customer care managers and three multi-skilled technicians.
Redrow Homes (South Midlands) is currently building across Northamptonshire, Cambridgeshire, Buckinghamshire and Bedfordshire. To find out more and begin your customer journey see www.redrow.co.uk.