Introducing our 2024 Customer Service Champions

At Rendall & Rittner, we are committed to simplifying the lives of our customers by delivering outstanding customer service. Our people are the key to achieving this and we believe that it is vitally important to recognise and celebrate the achievements of those who have gone above and beyond to deliver an exceptional service. We have therefore recently announced our office-based 2024 Customer Service Champion award winners in acknowledgement of their hard work and dedication. The award winners were selected based on nominations from our clients and our people.  Thank you to everyone who got involved!

The winners of our 2024 client-nominated office-based awards are Hannah Green (Area Director) and Julie Wright (Property Manager). Elliot Barber (Property Team Manager), Sophie Green (Senior Property Manager), Stephanie Francis (Senior Property Manager), Lymia Akindayini (Senior Property Manager) and Hannah Elsey (Property Manager) were also highly commended by our clients.

This year, Abbie Jones (Assistant Property Manager) and Kate Jones (Accounts Payable Supervisor North Team) have won the staff-nominated awards. Sally Seal (Customer Experience Advisor), Tessa Plaistow (Senior Building Safety Coordinator) and Claire Saunders (Insurance) were highly commended by our staff.

Huge congratulations to all the award winners and highly commended too!

To mark Customer Service Week, we spoke to our Customer Service Champions winners...

 

1. What does it mean to you to have been presented with a customer service award?

Hannah Green, Area Director: It meant a great deal to me to be given this special award, I feel very grateful and appreciated. When my name was called, I felt extremely proud – proud to work for such an incredible company, proud of my teams and proud of all our hard work.

Kate Jones, Accounts Payable Supervisor: The award caught me off guard, but was very much appreciated! Being picked for the award by your colleagues makes it very special. I am a big believer in team work and cross training in other departments as this gives an understanding of other departments’ processes.

 

2. What does good customer service look like to you?

Julie Wright, Property Manager: Actively listening to customers to understand their concerns or requirements and then providing prompt and effective solutions tailored to their individual needs. Good customer service also entails being courteous, empathetic and patient, even in challenging situations.

Abbie Jones, Assistant Property Manager: Good customer service is about making customers feel valued, respected, and understood, while efficiently meeting their needs.

 

3. Why is it important to deliver good customer service?

Hannah: Good customer service reflects not only on ourselves, but on us as a company and we should want to deliver the highest standard of customer service possible.

Abbie: Everyone will always remember that one person who gave them the best customer service so it’s vital to be consistent in delivering this all the time. This will increase customer retention and loyalty.

 

4. What skills do you think are important in delivering good customer service and why?

Julie: A very long list that is constantly growing! A Property Manager must be adaptable, willing to continually learn and have excellent communication skills. The ability to multitask and work well under pressure, whilst remaining calm, provides our customers and clients with the confidence that their assets are in the best hands.

Abbie: Communication, empathy, problem solving, active listening and a positive can-do attitude, knowing your product, and just being open and honest.

 

5. What advice would you give to someone starting a customer-focused career today?

Hannah: Listen, learn, engage with your colleagues and ask questions. Think about the way companies make you feel when you have to contact them in your personal life, how would you like to be treated. That’s something I always consider when I am communicating with one of our customers.

Kate: My feedback is to always approach a customer with a smile it costs you nothing. Take ownership of the query, even if it is not yours, and communicate the information back to the customer so they are in the loop at all times.

 

Many congratulations to all our office-based customer service champions.  We will announce our on-site winners shortly.