NAME: Lynne Llewellyn COMPANY/REGION: Redrow Homes, South Midlands JOB TITLE: Customer Services Manager DEPARTMENT: Customer Services Department WHAT DOES YOUR DEPARTMENT DO? Liaise and deal with customers regarding any issues that arise after legal completion during the first two years of their NHBC warranty WHAT DO YOU DO ON A DAY-TO-DAY BASIS? Answer customers general enquiries Liaise with internal departments Dealing with external companies Meeting customers to introduce ourselves as a department Keeping database records Managing 4 members of staff Attending meetings with potentially sensitive customers Meetings with sub contractors to ensure our department runs well at all times Providing an excellent service at all times to ensure future business for Redrow Homes. WHAT DO YOU LIKE ABOUT WHAT YOU DO? Face to face contact with customers/contractors Ensuring procedures that are in place are followed through To win a customer back after they have been, on occasion, been disillusioned by the builder is very satisfying To see a job through to a satisfactory conclusion is also satisfying WHY DID YOU CHOOSE THIS CAREER? I believe I am a people person and enjoy working with the general public. I originally started out as a PA/Secretary for a Construction Director and Assistant to a Customer Services Manager, I really enjoyed the customer service side of my role and after a period of time it was noticed that I was excelling myself on the customer services side. I was promoted within the company to Customer Service Manager and I have progressed from there. WHAT QUALIFICATIONS DID YOU NEED TO GET THIS JOB? An understanding of the Construction Industry – Training as necessary/hands on. Letter writing skills – English General communication skills – common Sense Listening Skills Calming nature/influence I feel that no official qualifications are necessary other than the above. IS THERE ANY PARTICULAR ADVICE YOU WOULD GIVE A GRADUATE OR TRAINEE LOOKING FOR A JOB IN YOUR WORK AREA? Never take anything personal when a customer is irate, always listen to what they have to say without interruption, remember that you work for the builder but you are also there to look after the customer’s needs and provide a good service at all times.
