The new role of head of customer care has been created at Castle Green Homes as the growing business looks to maintain and improve satisfaction rates while increasing output.
Peter Lewis, who has almost a decade of experience in customer care with housebuilders, has been appointed to lead the department. Peter has a technical background, having worked for the NHBC for 14 years in various roles, including as an inspection manager and was part of the dispute resolution service investigating claims reported about new homes.
His new role with Castle Green is to oversee three customer care managers Shirlean Thomas and Hannah Greenfield, who have been promoted within the business; plus new addition Rachel Wilkinson and customer care coordinator Natalie Green, who’s also been promoted from within; with a further coordinator to be appointed.
Castle Green, with offices at St Asaph and Preston Brook, already has a five-star rating for customer satisfaction. More than 93% of its homeowners said they’d recommend the homebuilder in the NHBC’s customer satisfaction survey.
From October 2021 to September 2022 more than 100 Castle Green homeowners were surveyed eight weeks after moving into their new property.
“The challenge is getting a good quality home to a customer and providing the best service we can after they pick up the keys. Customer expectations have grown in the last five to 10 years, particularly since the pandemic as people are spending more time at home than ever before. Plus, people want value for money when they buy a new home,” Peter said.
“Speed of resolution of issues once the homeowner has moved in are key, along with communication. It’s important to have a handle on how fast we respond and communicate in a timely and professional manner.”
Willow, Castle Green’s digital new homes assistant, is designed to help streamline processes and ensure good communication.
“Willow allows for seamless communication throughout the home buying journey and beyond. Customers can use Willow to report any issues, including uploading pictures, and we can send instructions to contractors and technicians directly from the system,” Peter added.
Castle Green chief executive Gwyn Jones said: “We’re pleased to have Peter on board in the new role of head of customer care. He has valuable experience which will help us continue to meet the high standards our homebuyers expect while we move into new areas and increase the number of homes we build.”
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