Customer Service
Delighting Customers and Clients
The It’s Our Job initiative was originally launched in 2019 to improve the customer experience of Novus.
Far from being a gimmick or campaign, It’s Our Job is linked so heavily to the Novus company values that it permeates throughout the business and its employees.
In essence It’s Our Job is a promise that every person within Novus puts the customer at the heart of everything they do, every day.
All decisions at all levels of the company are made with the customer in mind.
Find out More about "It's Our Job"
Customers are at the heart of what we do
No matter if we’re dealing directly with clients or their customers, delivering a great customer experience and client satisfaction are at the top of our priorities.
We work together to nurture and develop a long-term, mutually beneficial partnership with our clients, end users and chosen supply chain.
Our expert management and dedicated work teams always support the development of strong working relationships and promote understanding of our clients’ requirements.
We ensure our communications are streamlined and effective making sure all stakeholders are updated at every step.
Recent Feedback and Compliments
“It’s been great that you have text to keep us updated. Also for me to know I can contact you if necessary. Thank you Jay. Excellent service by all”
“He had an excellent experience from the electrician yesterday to repair his oven, and he would like to pass his on his compliments and thanks for the excellent standards and service. Could this be passed on to the worker involved? Thanks for the great job!”
We’ve received lots of great compliments about our new look from residents and centre users. On behalf of the staff, directors, volunteers and centre users I’d like to extend our grateful thanks to Novus.
I was so chuffed, I couldn’t believe it, they did a great job. They even painted over my window sills where I have previously painted as they looked so dirty and grubby. They were lovely lads and just cracked on with it.
They look nice, nice and clean. The lads have been no trouble, I would recommend them.
Please pass on my thanks to all of your operatives for completing a fantastic end product at Barclays Bank. I look forward to working together on many more projects.
The engineer that attended his property today was a very lovely man. The work did is brilliant and his window sills look great. He is very pleased and rang in specifically to tell us how happy he was.
Working Together
One of the not-so-well-guarded secrets to our long-held success as a business, is the strength of our client relationships.
With every client Novus goes into business with, we always aim to “build and maintain” a mutually beneficial relationship that, like Novus itself, stands the test of time.
We’ve found that over time and projects, we get a better understanding of how each client works and what their expectations are from us.
This is our approach. We believe that building trust, openness, and honesty are the hallmarks of a great client-customer-contractor relationship.
We are a People Business
First and foremost, Novus is a people business.
When you deal with Novus, you’re dealing with real people who are truly committed to providing great service.
At Novus, we have a friendly and dedicated Customer Care team who represent the first port of call for customers, assisting with any questions, concerns, and compliments they might have.
In addition, our team of Customer Liaison Officers will work with residents to ensure projects run as smoothly as possible and that any issues are resolved in an amical way.
Our Latest Customer Service Blog Posts
Resolving Customer Complaints by Terrie Brett
Handling and ultimately resolving customer complaints takes patience, understanding, great listening skills, and a big dose of experience. Yes, it can be hard work at times but I’ve found that turning a negative situation into a positive one, is really rewarding.
Charlie Cooley : The 3 C's of Putting the End User First
In this article, Charlie Cooley, Head of Operations at Novus Property Solutions, discusses the three Cs of putting the end-user first when it comes to carrying out public sector refurbishment projects: COVID-secure measures, Compliance and Communication.
New CSR ideas should be generated from bottom-up, not top-down
Kevin Rhone our Head of Social Value and Customer Service, discusses Corporate Social Responsibility (CSR) partnerships between contractors and registered providers. Now more than ever, contractors want to be bolder in their CSR efforts and the days of these initiatives being a tick-box exercise are over.
