Novus Property Solutions
A guide to delivering excellent Customer Service
Kevin Rhone Head of Social Value and Client/Customer Care
•I am responsible for Customer Service/Care delivery and Social Value delivery across the business
Why is ‘Delivering Excellent Customer Service’ important ?
Question to everyone….. Why is ‘Delivering Excellent Customer Service’ important?
Novus have created a Contractors Guide to delivering Excellent Customer Service which highlights 10 key areas our Customers have said are most important to them!
This toolbox talk will highlight these key areas to consider in your role
1. Communication
Communication is key
Clear and effective communication with the customer is key when providing maintenance or refurbishment to a customer's home
Keeping customers informed and frequently updated throughout the process builds trust and confidence
Important Point
Novus clients hold Customer Survey’s (these usually take place over the phone), each customer scores Novus on how they found the service. Communication is the area that can easily go wrong and be reflected in the customer's feedback!
2. Security – I.D Badges and Uniform
Maintaining security and always showing photographic ID is key to maintaining customer's trust
Uniforms and ID badges protect the customers from becoming victims of crime by proving the contractor is who they say they are
Clear communication before works start will make the resident feel more comfortable about the works that will take place
Important Point
If you are responsible for looking after keys or locking up at the end of the working day, then make sure you do not jeopardise the customers security!
3. Polite & Respectful
All employees (Direct or Subcontracted) of Novus represent the company when visiting or communicating with customers
Always being polite and respectful when working at a customers home ensures they feel happy and comfortable about the work taking place
The work carried out could be of the highest quality but if the customer feels disrespected by the people carrying out the work they will be unhappy with the service they received
Important Point
It is important to remember that while working in someone’s home, that we pay the customer the upmost of respect throughout the contracted works.
4. Quality of Work
While no one sets out to deliver ‘poor quality of work’, it can happen. There are many factors that can cause this, such as unfinished work, work that the customers is unhappy with, or poor communication with the customer
Keeping the customer updated during the progress of the work helps avoid errors due to miscommunication
If there are issues or delays to the work being completed, or it cannot be completed, this must be communicated to the customer
Keeping up a two-way communication system between the customer and the Site team ensures everyone is kept informed and work is completed more effectively.
Important Point
Novus have processes in place to ensure high standards of contracted work are delivered to all customers, if these processes are followed (end of day check lists, Property Inspections etc) then there is less risk of poor quality of work occurring
5. Delivering on your word
Delivering on our promise is vital to maintaining a customer's trust
When someone breaks their word, they break any trust that there was
Keeping a customer informed of any changes to updates (promises) that are made ensures the trust isn’t broken
If something you have committed too needs to change, put your hands up, and explain to the customer. 99% of the time they will understand as long as you are honest
Important Point
Operatives not turning up to appointments, Operatives leaving during the day and not updating the customer (so the customer doesn’t know when they are back) have been highlighted by customers as some of the most frustrating areas where they have felt let down!
6. Signing Off Process
At the point of sign off or when the works are completed the work should be 100% completed and defect free
If not, the customer should be made fully aware of what needs to be done and the relevant timescale for the activity to be completed
It is vital that each Trade working on a property communicates with the site lead/CLO and customer to ensure all work is completed by the point of sign off
Important Point
No Novus employee or Subcontractor should walk away from a job unfinished; every member of the team has a responsibility!
7. Be aware of what you don’t know
Keeping informed of a customer's needs, especially in the case of vulnerable people, is vital
It is the role of the Site team to find out about the individual needs of the customers and make a plan of support to address these
Even if you think you know everything important about a customer, it is important to be aware of what you don’t know. There might be things that are not as obvious or that the customer isn’t comfortable telling you about – such as illness, depression, or bereavement.
Important Point
If any of the site team ever have any concerns about how to support a customer the site lead should be informed, and the appropriate plan of support can be developed
8. Tidying Up /Cleanliness
Anyone who has had work done to their home will know the mess and dust that is created. It does not matter how big or small the job is ‘mess’ and home improvements go hand in hand.
If a customer is having to live through unnecessary mess whether that is dust, rubbish or materials lying around, this can place extra strain on the customers daily life.
It is vital that the Site team should keep the area they are working in neat and tidy. They should also clean as they go along. The work area should be left clean and tidy before the Contractor leaves the property.
Important Point
The work area should be left clean and tidy before the Contractor leaves the property.
9. Social Value
While we support customers with improvements to their homes, it’s important to try to help improve the local community as well
Finding ways to support local communities is a key aspect of our contracts
Some examples of Social Value Projects include supporting a local charity, cleaning up areas within the local community; supporting community events; improving community centre facilities
If you have any ideas let your Site lead or Customer Liaison Officer know! Or e-mail socialvalueinfo@novussolutions.co.uk
10. Going Above and Beyond
It is important not to do the bare minimum when engaging with a customer, we should strive to always go above and beyond in the service we provide
Each and every customer is our top priority, and their needs must be put first
If all the points raised in this toolbox talk are taken on board when a Contractor is carrying out works to a customer’s home, then the Contractor is one step closer to delivering an excellent customer service experience!
Important Point
Making the customer feel comfortable, keeping them informed at all times, treating them with respect and courtesy, taking the time to explain things, and giving back to the local community is how ‘excellent customer service is delivered
Customer Satisfaction
Each customer who has works carried out on their home are asked for their feedback on how they feel the Contractor have performed, these questionnaires are called Customer Satisfaction Questionnaires (CSQ’s)
Novus carry out CSQ’s on every property we improve, and our clients carry out a sample of CSQ’s to their customers to monitor Novus’ performance
Many clients set KPI Targets (Key Performance Indicators Targets) with Customer Satisfaction being one of the KPI’s Novus are measured against i.e. 90% Customer Satisfaction Target
CSQ feedback/scores are inputted into a Report which calculates Novus’ Customer Satisfaction Score and provide current key themes/trends (Good and Bad). This Toolbox Talk highlights the areas our customers have said are most important to them…..
Important Point
In 2024 Novus carried out 2638 CSQ’s (or 15% return rate), with 98% Customer Satisfaction. It is this monitoring that allows Novus to learn from our Customers what went well and also were we can improve!
Customer Service Code of Conduct
Novus direct colleagues and Subcontractor partners are required to adhere to our Code of Conduct. This can be found via the QR code to the right and we ask that all colleagues and subcontract partners read and sign this Code of Conduct
