Southend-based customer care support and contact business, Ventrica has secured an exclusive partnership with the UK’s leading retirement housebuilder, McCarthy and Stone
The
award-winning company, which was founded in 2010 by Managing Director,
Dino Forte and employs a team of over 200 local employees, has landed a
deal with the developer to provide specialist customer service support
across its UK-wide sites and operations.
The partnership will
extend the number of local jobs, creating up to 12 new permanent
customer service operations roles for local people in its Southend head
office, and will support the business’s founding principles to provide a
viable, sustainable alternative for retirees.
Managing Director
and Founder of Ventrica, Dino Forte commented, “We are absolutely
delighted and honoured to be working with such a fantastic and
well-respected name as McCarthy and Stone. First impressions are a
massive influence on how a relationship develops and whether a
prospective buyer becomes a customer. Buying a retirement apartment is a
big decision, so it is essential that the whole experience feels right.
“By
acting as a first point of contact for all nationwide enquiries, our
experience of multi-channel customer service, together with our existing
property knowledge, will enable us to introduce a wider choice of
contact for McCarthy and Stone’s clientele including social media and
web-chat. In turn this will help to maintain the company’s already high
levels of customer satisfaction add significant value to the overall
customer journey and ultimately increase property sales.”
With a
commitment to invest £2 billion during the next four years in land and
build, McCarthy and Stone plans to deliver 12,000 new homes across more
than 300 locations, presenting significant growth opportunities for
businesses across the supply and support chains, including Ventrica.
As
an outsourced contact centre offering intelligent solutions, Ventrica
will provide dedicated, bespoke customer service and sales enquiries
support for all first stage enquiries nationwide for McCarthy and Stone,
through a multichannel customer experience encompassing calls, email
management, web chat, SMS and social media in one integrated solution.
As
part of the partnership, Ventrica has invested heavily in both
technology and training, with a full interactive training suite and
dedicated quality assurance team on-site to ensure that the customer
support team integrates fully with McCarthy and Stone’s personalised
approach to customer and sales support.
Elaine Stratford, Sales
and Marketing Director at McCarthy and Stone, said: “The world we live
in and the ways in which we communicate are changing every day, yet the
solid principles of clear, personalised and supportive customer
engagement still remains. McCarthy and Stone’s winning formula comes
from our dedication not only into investing in quality design and
building delivery, but careful attention and consideration to providing
the very best service and support.
As part of our ongoing
commitment to providing excellent service, we have partnered with
Ventrica’s specialist services to ensure that our valued customers can
contact us through whichever means come most naturally to them, whether
that’s over the phone, or online. By investing in state-of-the-art
customer service support, we will continue to deliver stunning
developments and first class service that our older generations truly
deserve.”
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