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. At the moment I am responsible for the well-being of six of our ‘Live’ Developments. These include Aylesbury, Northampton, Wing, Epsom, Horley & Wickford. I will look after the Customers whilst their properties remain in warranty with us and deal with any latent Defects there-after. I also manage some specific internal projects and get involved with the invoicing – so my days are very busy. We pride ourselves on our Customer Care programme and it is 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. We deal with a variety of issues on a day to day basis – no two days are the same, learning along the way which is an important part of the job for me personally. I am enjoying working for Martin Grant Homes and wouldn’t have it any other way.