Adele Horton – Head of Customer Care
I often get asked, how do you do a job such as this – it can’t be easy! The truth is that I have been in a customer-facing role for many years which included being an Insurance Underwriter, Office Manager and owning my own business for nearly a decade before accepting this challenge. You have to have a great deal of patience, understanding and integrity for a role such as this – not to mention the technical knowledge required to answer the many questions that you are asked each & every day.
Our department is currently responsible for looking after over 470 properties spread across 10 or so live sites. We also have a number of sites that are currently in the early build stage process so I can only see our days getting busier & busier and thankfully I have a great team behind me! We pride ourselves on our Customer Care Programme – Together for the Customer. It is very important to us that a relationship is formed at a very early stage so we try to make contact to introduce ourselves within 24 hours of the customer moving in and will continue to make regular contact whilst we assist the site team with clearing down any defects that may be reported in a timely matter so the Customer can sit back and enjoy their new property.
I regularly start my day, early hours of the morning by heading to site to attend meetings or meet with our customers as required. No two days are the same and I continue to learn something new every day which is what makes my job so interesting. I really enjoy working for Martin Grant Homes and wouldn’t have it any other way.