ResponsibilitiesTo design, create, and embed new policies and procedures pertaining to Northstone’s customer strategy and new build home warranty provision in line with the NHBC Buildmark policy. In addition, to design and implement service standards in relation to how new customers are to be taken care of post legal completion of their new home in line with industry expectations.To manage the day to day operation of the customer care business function, leading a team of Junior… Show more ResponsibilitiesTo design, create, and embed new policies and procedures pertaining to Northstone’s customer strategy and new build home warranty provision in line with the NHBC Buildmark policy. In addition, to design and implement service standards in relation to how new customers are to be taken care of post legal completion of their new home in line with industry expectations.To manage the day to day operation of the customer care business function, leading a team of Junior Partners in communicating and coordinating works for customers, ensuring clear communication between internal and external stakeholders at all times.To design and implement Northstone’s new customer journey, of which all relevant construction and sales team members have now been successfully upskilled. To implement a new customer satisfaction measure, with the overall goal to exceed KPI targets and drive NPS.To build proactive and meaningful relationships with third parties such as schools and charities to ensure that Northstone’s sustainability and social value commitments are delivered in a meaningful and transparent fashion. AchievementsIntroduced, embedded and managed the live usage of Northstone’s new CRM system, alongside delivering the upskill training required for any new customer, construction or sales based team member.Designed and created Northstone’s own customer brand, NeighbourHub, which has been successfully launched and now stands as the central pillar for all things customer related at Northstone, whether as an internal or external stakeholder. Introduced NeighbourHub TV by working with our marketing and creative teams to create a library of ‘how-to’ videos to share best practice and assist new customers.Achieved an average score of 90.4% customer satisfaction from the 21/22 financial year, which equates to 5* builder status when compared to other industry standard metrics.Further responsibilities and acheivements noted within my CV. Show less

Champion the customer and Redrow ‘Made for You’ journey throughout the business, owning the end-to-end customer experience whilst always being the elevated point of contact for all customers in my region.Communicate, meet and liaise with customers in the field to understand their needs by building a professional relationship throughout their Redrow journey, whilst driving a ‘customer first’ culture throughout my team and into other departments.Manage internal and external… Show more Champion the customer and Redrow ‘Made for You’ journey throughout the business, owning the end-to-end customer experience whilst always being the elevated point of contact for all customers in my region.Communicate, meet and liaise with customers in the field to understand their needs by building a professional relationship throughout their Redrow journey, whilst driving a ‘customer first’ culture throughout my team and into other departments.Manage internal and external relations to ensure that customers are satisfied. Instruct and liaise with Maintenance Technicians, Sub-Contractors & material suppliers; monitor the progress of any remedial works in a customer’shome.Lead, motivate, develop, collaborate and performance manage my team of Customer Service Coordinators and Maintenance Technicians to ensure they are fully motivated to achieve best performance to meet the company’s needs. Ensure that poor conduct/performance is addressed and is remedied via support, training or disciplinary action as appropriate.Responsible for the maintaining and driving upwards of customer satisfactions scores whilst designing and implementing innovative ‘surprise and delight’ touchpoints for our customers to continually deliver service excellence from my team. Show less

Accountable for the coordinated and well executed delivery of the Customer Journey on seven Taylor Wimpey development sites across the North West, circa 80 units at any one time. Continually managing the expectations of and developing trusting relationships with internal and external stakeholders, whilst always driving improvement to company set KPI’s and improving NPS.Responsible for arranging and undertaking the Home Quality Inspection, an internal quality assurance process ensuring… Show more Accountable for the coordinated and well executed delivery of the Customer Journey on seven Taylor Wimpey development sites across the North West, circa 80 units at any one time. Continually managing the expectations of and developing trusting relationships with internal and external stakeholders, whilst always driving improvement to company set KPI’s and improving NPS.Responsible for arranging and undertaking the Home Quality Inspection, an internal quality assurance process ensuring the new home is fit for purpose and meets all company standards and expectations.In conjunction with the Customer Support team, liaise with customers following their move in, to ensure that any immediate remedial issues are rectified swiftly and keeping the customer informed 100% of the way.Accountable for responding to escalated customer complaints ensuring that the complaint is followed up in the appropriate manner, keeping the customer at the heart of every action taken to ensure their overall satisfaction.AchievementsAchieved an average score of 93.7% when analysing customer satisfaction scores across the seven site developments that I am responsible for since undertaking the role in October 2016.Identified a severe lack of process in our after care product. Upon demonstrating this lack of process at director level, I set about designing and creating a robust tracking process to ensure each touch point in the Customer Journey is recorded and associated follow up procedures are clearly laid out if that specific touch point is unable to be completed. This process has now been implemented and continues to be used within the North West business unit.Coordinated and designed a twelve day induction programme for five new Production Site Apprentices involving self-learning exercises, shadowing sessions, and field based tasks to expose them to the variety of Customer Service roles embodied by the team that deliver varying products and touchpoints for our customers. Show less

Operational:Accountable for the delivery of onboard safety and customer service excellence on services that I operate on as the Senior Cabin Crew Member across the British Airways network.Managing both my onboard team (2-18 people) and the relevant stakeholders to deliver a seamless and punctual operation whilst exceeding customer expectations.Accountable for the effective delivery of onboard corporate initiatives (i.e. Onboard Service Recovery, Personal Recognition Messages… Show more Operational:Accountable for the delivery of onboard safety and customer service excellence on services that I operate on as the Senior Cabin Crew Member across the British Airways network.Managing both my onboard team (2-18 people) and the relevant stakeholders to deliver a seamless and punctual operation whilst exceeding customer expectations.Accountable for the effective delivery of onboard corporate initiatives (i.e. Onboard Service Recovery, Personal Recognition Messages for a variety of customers through a customer insight initiative called ‘KnowMe’, forwarding leads to Sales teams, and recruitment to the company frequent flyer loyalty programme ‘Executive Club’/On Business).Ensures effective performance management of cabin crew when operating as part of a team, providing meaningful feedback that is an accurate reflection of the individual’s performance.People Management:Accountable for the leadership of my aligned team of 15 direct reports, where I drive a high performance culture through coaching, inspiring, providing development opportunities and managing poor performance/conduct issues effectively.Responsible for the communication and championing of continuous improvement initiatives across the fleet inclusive of internal campaigns for senior cabin crew promotion, and ‘Yammer’, an enterprise social network platform where colleagues can collaborate and share ideas.Delivery of the customer service training courses across fleets to ensure service consistency and excellence.Active involvement in the recruitment of new entrant cabin crew and Customer Service Managers (internal and external hires). Show less

As the Senior Cabin Crew Member I was accountable for the safety, security, customer service and operational performance on all flights across the British Midland International network. Responsible for leading, motivating and inspiring the on board team to deliver service excellence, ensuring customer standards were delivered throughout the aircraft. Responsible for the identification of service shortfalls and liaising with the relevant stakeholders to ensure the ongoing… Show more As the Senior Cabin Crew Member I was accountable for the safety, security, customer service and operational performance on all flights across the British Midland International network. Responsible for leading, motivating and inspiring the on board team to deliver service excellence, ensuring customer standards were delivered throughout the aircraft. Responsible for the identification of service shortfalls and liaising with the relevant stakeholders to ensure the ongoing improvement of the onboard product Accountable for the onboard cabin crew performance management, providing motivational and constructive feedback to support their development. Show less

Accountable for the delivery of exceptional customer service and safety when operating as cabin crew onboard.Responsible for the proactive delivery of service recovery to drive customer loyalty and mitigate potential future loss of revenue.Understand and execution of the key processes, inclusive of company standard operating procedures, emergency procedures and aircraft specific knowledge.