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Tracey puts focus on the customer as women lead the way at Hampshire housebuilder

- 13 Feb 19

A newly promoted customer care champion at a Basingstoke-based national housebuilder, who has grown her team by almost 20 in one-and-a-half years, is urging more women to apply for management roles in the industry.

Tracey Jones, regional customer care director at Bovis Homes, who was the first member of a new Southern Counties regional team less than two years ago, said that there is more to do for equality in the housing sector, but that Bovis Homes was leading the way in redressing the balance.

Tracey, from Staines, said Bovis Homes stood out when it came to offering women opportunities in senior roles and for future growth.

The former banker cited the housebuilder’s quality control manager, Emily Arnold, customer experience director Debbie Hulme and regional managing director Joanne Morrison, plus numerous female site managers and assistant site managers based across the country, as leading examples of the positive steps taken in addressing the gender imbalance seen elsewhere in housebuilding.

Tracey, who has worked in the housing industry for eight years, said: “I’m absolutely delighted with this promotion and I’d like to thank all in the customer care team, who work so hard in making Bovis Homes the best it can be.

“When I joined the construction industry, the majority of women worked in either administration or sales positions. But that has changed in recent years and things have majorly improved, with more women in positions of power and influence, to the benefit of the construction sector.

“There have never been barriers for me at Bovis Homes, I have always been encouraged to progress without any resistance whatsoever. You can see that throughout the company, including many site-based women who are getting the qualifications they need to reach the top.

“I feel that if I work hard and demonstrate that I’m the right person for the role, then I’ve never had anything to hold me back. We need even more female managers and directors now.

“Most people believe the industry is just bricks and mortar, but it’s not. Customers go on a major journey after what is one of the biggest decisions they can ever make, and we’re here to make it as smooth and enjoyable as we can.”

Left, Bovis Homes regional managing director James Dunne, with Tracey Jones and West Division managing director, Darrell White
Having worked in the banking and insurance sectors for many years, Tracey then joined the housebuilding industry. She has worked in customer care since the age of 18.

Her role now includes meeting area build managers and colleagues out on developments and discussing customer care issues and strategies with senior managers and other staff to ensure the very best service is delivered. She leads a team of 16.

James Dunne, managing director at Bovis Homes’ Southern Counties region, which is based in Basingstoke, said Tracey’s development had been exceptional.

“Tracey is a fantastically hard worker and thoroughly deserves her promotion to regional customer care director,” he said.

“Our customer care performance and strategy has seen unparalleled improvement and we’re looking forward to seeing that success grow even further.”