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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. Because of the things you’ll be dealing with, we look, ideally, for construction or building experience. More importantly than that though, is your passion for quality and professionalism.
Reporting to either the Head of Customer Care/Customer Care Manager or Customer Care Office Manager, you will support the Head of Customer Care in managing all customer-related issues through to resolution, by direct communication with our internal and external Customers. You will also coordinate the administration of the department to ensure it operates efficiently and effectively.
You will be expected to:
1. Ensure personal and team compliance with all relevant SHE policies and procedures, prioritizing the safety of our teams.
2. Fully adhere to the BDW standard Customer Care policies and procedures, ensuring all customer issues are dealt with professionally, promptly, and to their satisfaction.
3. Handle all contacts (calls, emails, online, social media) professionally and courteously, recording issues appropriately in the Company’s iCARE IT system.
4. Coordinate with colleagues to provide continuous telephone coverage throughout the working day.
5. Arrange inspections of remedial enquiries to verify warranty issues.
6. Coordinate with Site Management, Customer Care Operatives, and external Sub-contractors to ensure remedial works are completed efficiently, in line with NHBC Buildmark Warranty and Service Level Agreements.
7. Communicate with the Head of Customer Care to ensure defects are addressed by the appropriate personnel cost-effectively.
8. Utilize IT systems and reporting to manage defect resolution and inform the Head of Customer Care of performance issues.
9. Coordinate with Commercial/Buying departments to order materials for defect resolution and handle contra-charges when applicable.
10. Collaborate with other Departments to address customer inquiries professionally and efficiently.
11. Provide administrative support, including handling customer correspondence, electronic and paper filing, report production, and recording Action Logs for meetings.
12. Conduct post-completion satisfaction calls to customers.
13. Update and distribute weekly reports to relevant personnel.
14. Promote and act in accordance with all Group values, policies, and procedures.
15. Perform other ad hoc duties as required.
To be successful, we are looking for:
* Experience in a professional secretarial/administration role.
* Previous experience in a demanding, fast-paced customer service environment.
* Excellent written and verbal communication skills.
* Proficiency in MS Office, with excellent keyboard skills.
* A supportive team player.
* An assertive, resilient individual capable of influencing others.
* Strong time management skills and the ability to prioritize multiple tasks.
* Ability to work efficiently and accurately under pressure.
* A professional, assertive, and friendly manner when dealing with customers and contacts.
Our Company and Benefits
We’ve been a nationally recognized 5-star housebuilder since 2009, known for high-quality homes for all generations. We combine innovative technology, talented people, and a commitment to customer satisfaction. We offer tailored opportunities for various career stages and backgrounds, fostering an inclusive culture where everyone can grow and succeed.
We adopt a hybrid working model, balancing office, site, and home working as roles permit. Our benefits include:
* Competitive Salary
* Bonus Scheme
* Private Medical Insurance
* 26 days holiday (up to 29 days with service)
* Flexible Benefits
* Enhanced Family Policies
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