Overview
The Customer Care team makes sure home buyers receive the very best care following their home buying experience.
Being in a customer-facing role with us is a little bit different than most businesses. Our customers expect their homes to be of the highest standard, and you’ll make sure they are, by being on hand with answers and practical help. Ideally, we look for construction or building experience, but more important is your passion for quality and professionalism. Reporting to either the Head of Customer Care or Customer Care Office Manager, you will support the Head of Customer Care in managing all customer-related issues through to resolution, by direct communications with our internal and external Customers, coordinating the administration of the department to ensure it operates efficiently and effectively.
What You’ll Do
* Coordinate and manage customer-related issues through to resolution, liaising with internal and external customers.
* Ensure personal and team compliance with all relevant SHE policies and procedures, prioritising the safety of our teams.
* Adhere to Barratt Redrow standard Customer Care policies and procedures, addressing customer issues professionally, quickly and to their complete satisfaction.
* Handle all contacts (calls, emails, online, social media) professionally and courteously, recording issues in the Company’s IT system.
* Coordinate with colleagues to provide continual telephone cover throughout the working day.
* Arrange inspection of remedial enquiries to identify valid warranty issues.
* Liaise between Site Management teams, Customer Care Technicians and external Sub-contractors to ensure remedial works are completed efficiently, in accordance with NHBC Buildmark Warranty (or other warranty provider) and in line with SLA expectations.
* Communicate with the Head of Customer Care to ensure defects are dealt with by the appropriate personnel cost-effectively.
* Utilise the IT system and reporting to manage resolution of defects and flag any performance below expectations to the Head of Customer Care.
* Liaise with Commercial/Buying departments to order materials for defect resolution and apply contra-charges where applicable.
* Coordinate with all other Departments to address customer enquiries or concerns professionally and efficiently.
* Provide administrative support for the Department, including handling customer correspondence, filing, producing reports, and maintaining Action Logs for internal meetings.
* Attend appropriate internal meetings to represent the department and advocate for customer-centered improvements in service delivery.
* Undertake post-completion satisfaction calls to customers.
* Manage customer complaints and resolve legacy issues efficiently and effectively where appropriate.
* Ensure subcontractors and suppliers perform per company SLA, using 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 of working in a professional secretarial/administration role.
* Previous experience in a demanding and fast-paced customer service environment.
* Excellent communication skills, both written and verbal.
* Intermediate to advanced proficiency with MS Office programs, with excellent keyboard skills.
* A strong team player, supportive of colleagues.
* Assertive, tenacious, with the ability to influence others and be resilient to challenging customer demands.
* Self-disciplined, with excellent time management skills and the ability to coordinate multiple priorities.
* Ability to multi-task and work efficiently and accurately under pressure.
* Professional, assertive and pleasant manner in dealing with internal and external customers and contacts.
Benefits
Our Company and Benefits: We’ve been nationally recognised as a 5 star housebuilder since 2010 for supplying high-quality homes for all generations. We combine the brightest minds, the latest technology, and a commitment to putting customers first. We offer tailored opportunities for apprentices, graduates, experienced professionals and ex-Armed Forces personnel.
Barratt adopts a hybrid working approach where roles allow, with office-based, site and home-based work as appropriate. We are building an inclusive culture where everyone can progress and be proud to work for us.
As part of Barratt Redrow PLC, we offer:
* 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
Other
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industries: Construction
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