<p><span>Redrow has promoted Emma Morris to customer and quality director to oversee the housebuilder’s nationwide customer service strategy and build on its “best-in-class customer journey throughout the Covid-19 period and beyond”. </span></p><p><span>The firm said Morris would use her 30 years’ experience in the sector to lead and develop its strategy, working within Redrow’s recently consolidated group customer service, sales, marketing and communications function. </span></p><p><span></span></p> <p><span>Morris joined the business in 2015 as head of customer service for Redrow South Wales. Before this, she spent 25 years at Marks &amp; Spencer in customer roles, including commercial manager and store manager. </span></p><p><span></span></p> <p><span>She has been working on the group-wide customer service strategy with Redrow’s regional heads of customer services and construction directors, ensuring that the firm’s customer experience fits the current situation of the loosening lockdown. </span></p><p><span></span></p> <p><span>And since March, the new director has been collaborating with the Institute of Customer Service to share best practice examples of customer care during lockdown with its members. </span></p><p><span></span></p> <p><span>“For Redrow, this has included carrying out Hard Hat tours </span><span>virtually via WhatsApp, FaceTime or Zoom, and adapting home preview tours and welcome parties to fit with social distancing guidelines,” the housebuilder said. </span></p><p><span></span></p> <p><span>Matt Grayson, who …