- RESPONSIBLE BUSINESS
From the 1st November 2013, Lovell switched its incident management customer service provider to coexist with its internal 'Repairs and Maintenance' service.
Now being carried out by the Lovell Service Centre based in Sheffield, the new system is operated by highly-trained agents, and features full voice recording and real-time reporting via plasma monitoring screens.
With detailed fault analysis and bespoke follow up letters provided, local community residents can now feel fully satisfied that any site issues can be efficiently reported and resolved at any time.
The service also offers a new lone working solution. This is in the form of a welfare check either by SMS text or verbally in line with Lovell control measures.
The addition of an 'out of hours' service is benefitting local communities across the country, as it allows them to report any problems at any time. Following all incidents, a letter will be sent to provide additional information and ensure that the maximum level of support has been provided.
Health and safety is of utmost importance to Lovell. The 'out of hours' service allows Lovell to remove any dangers reported, and the 'lone worker' service provides support to those working independently who are in potential risk.
Improving The Environment
The phone number installed by the previous provider had to be altered for the new service. Instead of replacing all signage where the existing number appeared, Lovell used overlay stickers to depict the new number, greatly reducing project waste.
Working Together With Our Supply Chain
Switching to an in-house system ensures that there is an internal cost which keeps money within the business.
"The Lovell Service Centre has been in operation in its current form since Jan 2013. It offers a bespoke, high quality service to the Morgan Sindall Group of companies, with expertise within all aspects of the construction sector. Services currently provided include Customer Care Solutions; Call Handling Solutions; Deployment Solutions; Defect Management Solutions. All solutions are measured daily to ensure internal and external client's Key Performance Indicators are met, and quality remains high. Monthly bespoke reporting is also provided to the Client. We are also able to offer and utilise resources from the Repair and Maintenance business to Clients where necessary, to ensure sustainability at all levels."Jude Camplin
Customer service improvement manager (Lovell Service Centre)