Customer Service

Exceptional Customer Service

At Redrow, it’s not just the quality of our homes that sets us apart. It’s the quality of our service too. Our Customer Service team plays a vital role in this.

Our sales and build teams are the first points of contact with our customers. Our Customer Service team come into their own when the contracts are exchanged. The team helps our customers with every aspect of their brand new Redrow home – from guiding them through the operation of simple features to fixing any small problems they might be experiencing, or answering general queries.

Our homes are built to the highest standards and come with a ten-year warranty, so they’re of the very best quality. However, with any new home there can be the odd teething problem, and it’s part of the Customer Service team’s job to make sure these are ironed out swiftly.

At Redrow, we aim to delight our customer every opportunity. So we empower our Customer Service team to deliver an exceptional experience to everyone who buys a new home from us. Whether they’re visiting a customer’s new property to examine an issue, or coordinating the work of suppliers to get a repair done in double quick time, the team leaves no stone unturned. In short, they’re a fundamental part of the team that make moving into a new Redrow home an exciting, happy, stress free experience.

  • At my interview it was clear that I was going to enjoy working with my new team
    Leanne – Head of Customer Services

    Our People

    Leanne ColesLeanne joined Redrow in August 2013 as our Customers Relations Co-ordinator and was then promoted to Customer Service Manager in July 2015.
    “I joined Redrow in September 2013 when an opportunity arose for me to work in the new build industry. At my interview it was clear that I was going to enjoy working with my new team at Redrow. This was my first job in new build property and being able to further my career in this environment was an easy decision to make.
    My role varies from day to day but generally I am travelling to and from our closed and open developments carrying out demonstrations to our customers, welcoming them into their new home once completion has taken place, dealing with any outstanding queries or issues within their homes. We hand over homefile manuals to our customers which to ensure our customers have all the information they need when they move in.
    I particularly enjoy meeting new people daily, whether this were external customers, contractors, sales agents etc. – and being part of what will be a milestone in peoples lives when they buy a new home.”

  • Customer service here is stimulating and rewarding. No two days are the same.
    Rachel – Head of Customer Services

    Our People

    Rachel worked for a major housing association before joining us. Now based in Redrow South East, she leads our customer service operation.

    “I was attracted to Redrow because their growth plans were evident.  More and more of their developments kept popping up in and around Kent. Not only that, I was keen to work for a private developer that built what I feel are traditional family homes.

    “I’ve been here a year now, and am loving every minute. Customer service here is stimulating and rewarding. No two days are the same and I’m always faced with a new challenge. I’m someone who likes problem solving and being empathetic. Success in this area is all about putting yourself in the customer’s shoes to understand how they feel.

    “Given my role, I have a lot of management responsibilities. For example, a typical day might see me attending meetings to discuss the progress of sites, discussing customer feedback or coordinating support for my colleagues. However, I still find time to engage with our customers. I get a real buzz from solving their problems and making them happy.”

  • I have aspirations to progress within the Customer Service Department and with my continued commitment and ongoing training I hope to progress to a managerial role.
    Kerrie – Customer Service Manager

    Our People

    Kerrie joined Redrow in 2014 as a Customer Service Coordinator based in our Lancashire Division.
    “After previously working for a small builder, it was always my ambition to work for National Company like Redrow.

    After an interview for a Sales Coordinator Role, I was recommended to the manager for a role as a Customer Service Coordinator and I was successful. On a typical day, I would be dealing with customer’s issues, empathising with them and liaising with contractors and site managers in order to resolve warranty issues within company guidelines. I have aspirations to progress within the Customer Service Department and with my continued commitment and ongoing training I hope to progress to a managerial role.
    I would highly recommend working for Redrow. I work within a fantastic team of people and being able to come to work, enjoy what I do and also make friends along the way, I could not ask for more.

    The whole focus is on making the customer feel special and valued. To receive a phone call from a customer to say thank you is fantastic. I then know that the time and effort spent coordinating the trades to complete the repair was time well spent in restoring the customer’s faith in our product.”

  • My passion is working with people, whether that be my colleagues or customers
    Emma – Head of Customer Services

    Our People

    Emma joined Redrow South Wales in January 2015 and says it was a huge leap being new in the construction industry, but her passion is working with people, whether that be her colleagues or customers so the transition was quite easy.

    “I learnt quickly that Redrow stands for quality in all they do and to give our customers their dream home is so rewarding for me and the teams involved.

    With the importance of fantastic Customer Service in today’s market place, Redrow are members of the Institute of Customer Service, this has allowed me to complete one of their qualifications and be accredited as a Customer Service Coach.  I believe this shows how seriously we take the subject, customer service makes a tangible difference to a business and the decisions our customers make.  I am thrilled that I can coach others to stand in the shoes of our customers and think about how all actions can effect the experience our they have.”

  • Variety. Challenge. Development. Customer Service Roles with a difference.
    Colin – Head of Customer Services

    Our People

    colin-norvilColin joined Redrow in 2012 as a Customer Services Manager. Since then, he’s progressed fast and now heads up our entire customer service operation for the South West. He explains what makes our form of customer service different to most other environments.

    “There’s no such thing as a typical day in this department. One moment, you can be dealing with a customer query; the next, visiting a site to examine an issue. The rest of the day could see you coordinating the work of subcontractors or emailing customers to update them about the progress of cases. It’s this variety that keeps things fresh and interesting. You’re always on the go.

    “Make no mistake about it – this is not an easy role. Every day is full of challenges and it’s down to us to solve problems as quickly as possible. But on the other hand, the satisfaction you get from making a customer happy again is hard to beat. I’ll never forget the time I resolved a window issue for one of our customers; the relief on their face was palpable – I could see I had restored their faith in Redrow. And that, in a nutshell, is what this role is all about.”

  • Bonus

    Employees joining our Customer Service teams are eligible to participate in our competitive performance-related bonus scheme, details of which will be provided at the start of employment.

    Find out more about our other great benefits.

  • Employee Discounts Portal

    Our employee discounts portal gives you thousands of offers across more than 850 retailers with savings on shopping, leisure and travel. It’s easy to register and you’ll have access from your first day with us.

    Find out more about our other great benefits.

  • Pension

    New starters joining Redrow will have the opportunity to join the Redrow Group Personal Pension Plan. The monthly paid section of the plan has achieved the Pension Quality Mark. Redrow believes that a rewarding pension scheme is a key element within a desirable employee package, and we therefore contribute to employee pensions at industry-leading rates.

    Find out more about our other great benefits.

  • Holidays

    If you’re on a monthly salary, you’ll get 24 days’ holiday, increasing every 2.5 years up to a maximum of 28 days after 10 years’ service. If you’re on our 4-weekly payroll, holidays start at 22 days and increase by a day at 5 and 10 years. You also have the flexibility to ‘sell’ some holiday in exchange for salary if this is more important to you

    Find out more about our other great benefits.

  • Training

    We offer exceptional training opportunities for everyone who joins us, at every level.

    Find out more about our other great benefits.

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