Summary
Overview
Work history
Education
Skills
Timeline
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James Rodi

Barnsley

Summary

Im a driven Senior Customer Service Manager with exceptional leadership and communication skills, excelling in conflict resolution and team development. I thrive on implementing strategies to enhance customer satisfaction and operational efficiencies all whilst driving quality and improving service standards.

Throughout my working career I have always excelled in customer satisfaction and building on rapports with customers directly as well as the teams I have worked with which has enabled me to grow into the person and leader I am today.

Overview

15
15
years of professional experience
5
5
years of post-secondary education

Work history

Senior Customer Service Manager

Redrow Homes
Wakefield, Yorkshire
07.2024 - Current
  • Carry out the same daily tasks as I did as a Customer Service Manager with additional duties which include:
  • Increase NHBC recommend ratings year on year and the performance in other key measures like quality, service before and after and expectations.
  • Attend weekly sales and build meetings, produce a monthly board report and attend monthly board meeting when my Head isn't available, manage subcontractors performance, and deal with escalated complaints and act promptly where necessary and visit the customer personally to agree a plan of action.
  • Ensure the team are using the computer systems correctly to ensure that we are adhering to all the relevant NHQB requirements to ensure swift reolutions and quality interactions with all of our customers.

Customer Service Manager

Redrow Homes
Wakefield, Yorkshire
09.2017 - 07.2024
  • Deliver a first class service to my customers from the point of exchanging contracts.
  • Managed a small team of Customer Services Technicians and close interaction with the Customer Service Co-ordinators.
  • Manage and continually improved the Customer Service experience for customers to ensure we remained a 5 star builder ensuring we increased our NPS year on year.
  • Responsible for the final quality inspection of the property before it was handed over to the customer putting into place prior to the handover any remedial action that was required.
  • Visit customers to understand their needs by building a professional relationship throughout their journey, offering guidance and assistance/rectification to matters raised.

Sales Consultant

Redrow Homes
Wakefield, Yorkshire
03.2013 - 09.2017
  • Ensured every customer experienced a first class customer service.
  • Achieved sales of homes and My Redrow options in line with agreed targets.
  • Took ownership of the development in all aspects of internal and external presentation.
  • Responsible for the customer journey from reservation through to legal completion.
  • Proactively managed all customer enquiries to ensure sales targets are met., through effective lead management.
  • Ensured that all administrative work and reports are completed in line with company policy and agreed timelines including market research.
  • Maintained professional high standards both personally and from a company perspective.

Retail Sales Manager

Next Ltd
Wakefield, Yorkshire
04.2009 - 09.2017
  • Regularly arranged in-store displays to manage appearance and provide fresh, new styles.
  • Monitored competitor activity, implementing strategic sales and marketing promotions to remain ahead of rival brands.
  • Managed daily sales department management meetings to plan and discuss daily prospecting targets and activities.
  • Negotiated buying conditions and sales contracts to secure lucrative deals.
  • Analysed sales to identify top-performing products.
  • Actively listened to customers' needs and advised on cost-effective solutions.
  • Managed stock within set minimum and maximum levels to serve customers without over-extending finances.

Education

GCSEs -

Outwood Grange Academy
Wakefield
09.2003 - 07.2008

Skills

  • Excelling service scores
  • Delivering high standards of service
  • Motivating teams to meet key KPI'S
  • Building rapports & relationships
  • Transferable skills
  • Communication
  • Interpersonal
  • Management

Timeline

Senior Customer Service Manager

Redrow Homes
07.2024 - Current

Customer Service Manager

Redrow Homes
09.2017 - 07.2024

Sales Consultant

Redrow Homes
03.2013 - 09.2017

Retail Sales Manager

Next Ltd
04.2009 - 09.2017

GCSEs -

Outwood Grange Academy
09.2003 - 07.2008

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James Rodi