7
staff seconded including two Mandarin speakers
Thames City
Challenge
Excel Winner required consultancy and team support to strengthen the performance of its Customer Service team at Thames City. Enhancement of existing structures, processes and communication strategies were required to improve operational efficiency and ensure consistent delivery of a high-quality Customer Care and Experience.
Response
Conductor CX undertook a full review of team structures, systems and operational processes, introducing restructuring proposals, recruitment support, training programmes and clearer reporting frameworks. We bolstered the client's team with seven seconded staff, including two Mandarin speakers, and two full-time handymen to support Thames City's international resident base.
Impact
We strengthened team capability and improved operational consistency across the development. Enhanced systems, recruitment support and refined processes improved customer communication and aftercare delivery, with client feedback confirming Conductor CX exceeded expectations in overall service quality.
94%
resident satisfaction with the home demonstration process
4
year partnership with our Client