Jo Parr’s Developing Role

At Robinson Manufacturing, (RML), customer experience processes are under continuous review. perhaps one of the reasons why many of our customer relationships have lasted for decades.

Everyone who works for RML understands that everything we do is centred around providing the best customer experience possible and we are proud of the personal commitment of our employees to our company values: Inspire, Innovate and Deliver.

Jo Parr joined the customer experience team over five years ago and has recently taken up a new role as Customer Resolution Specialist.

“I am currently in my 6th year with Robinson Manufacturing and have seen it grow and expand to be the company it is today,” she explained. “I helped to implement the company’s original ‘Customer Journey’ to improve customer service, putting in place consistent processes to allow RML to acknowledge enquiries, confirm quote timescales and informing them of any changes whilst holding their hands from start to finish”.

Jo’s new role as Customer Resolution specialist allows her to use her knowledge of the business to drive resolutions to any queries that arise between quote and invoice. She is empowered to work across the business to identify the most appropriate solution and maintain consistent communication with the Customer through to the point of resolution.

“I have been in customer experience for most of my working life and having come from a banking industry of 19 years, I can apply my experience and skills to the role”, Jo commented as she explained her new role. “Communication is key and this new role promotes just that through timely and thorough handling of queries and appropriate feedback to customers. I am also able to identify where process improvements or training are required to prevent issues recurring and raise them with the relevant team. This all supports the provision of excellent customer experience”. 

If you have a development project you’d like to talk to our timber frame team about, email or call us on 01933 279597.