Overview
Join to apply for the Customer Care Co-ordinator role at Barratt Redrow.
What you’ll be doing? The Customer Care team ensures home buyers receive the very best care following their home buying experience. Being in a customer-facing role, you’ll help ensure homes meet high standards by providing answers and practical help. Ideally, experience in construction or building is helpful, but a passion for quality and professionalism is essential.
Responsibilities
* Report to the Head of Customer Care or Customer Care Office Manager to support the Head of Customer Care in managing all customer-related issues through to resolution, via direct communications with internal and external customers.
* Coordinate the administration of the department to ensure it operates efficiently and effectively.
* Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as a first priority.
* Adhere to Barratt Redrow standard Customer Care policies and procedures, ensuring customer issues are dealt with professionally, quickly and to complete satisfaction.
* Handle all contacts (calls, emails, online, social media) professionally and courteously, with issues recorded in the Company’s IT system.
* Coordinate with colleagues to provide continual telephone cover throughout the working day.
* Arrange inspections of remedial enquiries to identify valid warranty issues.
* Liaise between Site Management, Customer Care Technicians and external Sub-contractors to ensure remedial works are completed efficiently and in line with warranties and service level agreements.
* Communicate with the Head of Customer Care to ensure defects are dealt with by appropriate personnel and in a cost-effective manner.
* Utilise the IT system and reporting to manage resolution of defects and identify performance gaps.
* Liaise with Commercial/Buying departments to order materials for defect resolution and complete contra-charges where applicable.
* Provide administrative support for the department, including handling customer correspondence, filing, reporting, and maintaining action logs for internal meetings.
* Attend internal meetings to represent the department and advocate for customer-friendly service delivery.
* Undertake post-completion satisfaction calls to customers and manage customer complaints and legacy issues efficiently.
* Ensure subcontractors and suppliers perform according to our SLA and use the Contra Charge Process where applicable.
* Update weekly reports and distribute to relevant personnel.
* Promote and act in accordance with all Group values, systems, policies and procedures.
* Carry out other appropriate ad hoc duties as required.
What You’ll Need
* Experience in a professional secretarial/administration role.
* Experience in a demanding and fast-paced customer service environment.
* Excellent written and verbal communication skills.
* Intermediate to advanced MS Office skills and strong keyboard proficiency.
* Strong team player who is supportive of colleagues.
* Assertive, tenacious, able to influence others and resilient to challenging customer demands.
* Self-disciplined with excellent time management and ability to coordinate multiple priorities.
* Ability to multi-task and work efficiently and accurately under pressure.
* Professional, assertive and pleasant manner when dealing with internal and external customers.
Benefits
* Competitive Salary
* Competitive Bonus Scheme
* Private Medical Cover - Single Cover
* 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
* Choice of Flexible Benefits
* Enhanced Family Friendly Policies
Company Information
* Our Benefits Are Fit To Measure
* Pension – First-class schemes with up to 10% employer contributions
* Annual Health Assessment – Fully funded
* Cycle to Work, discounts at major retailers, and other lifestyle benefits
Seniorities
* Seniority level: Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Construction
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