Meet… Paul Lambert, Tingdene’s new Customer Care Manager.
Paul has been working at the Tingdene Group for over 16 years. Having started his career at Tingdene Homes, he worked within production at the factory, helping to assemble homes. Paul was quickly promoted to supervisor and then onto manager. Looking for a new challenge, he moved to Tingdene Parks where he worked as a development manager, before finally returning to Tingdene Homes, where he took on the role of customer care manager in December 2017.
Paul’s days are spent helping customers to make sure they get a perfect home delivered and installed on time, as well as fixing any issues that may have arisen. He personally inspects each park home and holiday lodge leaving the factory, something he implemented to make sure that any potential problems are spotted before they reach site. As a result of this and his experience working on the manufacturing side of the business, he has managed to improve the quality and finish of the product.
How would you describe your role?
‘I split my time between overseeing and scheduling engineers to make sure we keep our lead times down, advising on jobs, attending site visits and inspecting units at the factory. At the moment there is only a 2-week wait from booking an engineer to having the work completed. This has come down a lot, to the point that sometimes, it’s too short a notice for customers!’
What is your favourite part of the job?
‘I would have to say the people. I have a great relationship with the whole team, both office based and the engineers on the road. As a result of this, we work well together and achieve targets.’
How have you seen things progress?
‘Having been with Tingdene for over 16 years, I’ve seen how the company has changed and developed. Personally, working with the buying and production departments closely has meant that communication is open and this has allowed us to feedback issues and nip them in the bud. As a result, our warranty numbers have dropped by over 38% in the last 3 months.
The office based team have also helped with this by getting great feedback from customers to make sure that our engineer are well equipped with the correct materials to resolve issues on their first visit.’
How do you see things developing in the future?
‘We are going to continue to keep warranty and lead times down, and introduce outside services to provide even more help and support to our customers.’