Customer Care Co-ordinator

Barratt Developments plc; Bristol; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the construction industry seeks a Customer Care representative to ensure exceptional care for home buyers. This role involves managing customer issues, coordinating task resolutions, and maintaining high standards of service. Ideal candidates will have experience in customer-facing roles and support a culture of diversity and inclusivity.

Benefits

Competitive Bonus Scheme

Private Medical Cover

26 days’ holiday, increasing with service

Healthcare and pension schemes

Employee discounts

Qualifications

• Experience in secretarial/administrative roles.
• Experience in a fast-paced customer service environment.
• Strong time management and multi-tasking abilities.

Responsibilities

• Manage customer-related issues and coordinate department administration.
• Ensure compliance with SHE policies and customer care policies.
• Conduct post-completion satisfaction calls and manage customer complaints.

Skills

Communication

Team Player

Time Management

Assertiveness

Resilience

Tools

MS Office

Job description

The Customer Care team ensures home buyers receive exceptional care following their home buying experience.

Being in a customer-facing role with us is unique. Our customers expect the highest standard of homes, and you’ll ensure they are, by providing answers and practical assistance. Ideally, we look for candidates with construction or building experience. More importantly, we value passion for quality and professionalism.

Reporting to the Head of Customer Care or Customer Care Office Manager, your role is to support in managing all customer-related issues to resolution through direct communication with internal and external customers, and to coordinate department administration for efficient operation.

You will be expected to:

• Ensure compliance with SHE policies, prioritizing team safety.
• Adhere to Barratt Redrow’s Customer Care policies, addressing customer issues professionally and promptly.
• Handle all contacts courteously and record issues accurately in the IT system.
• Coordinate with colleagues for continuous telephone coverage.
• Arrange inspections for remedial issues and liaise with site management, technicians, and subcontractors to ensure timely completion of remedial work in line with warranties and SLAs.
• Communicate defect resolutions with the Head of Customer Care, utilizing IT systems to monitor performance and report issues.
• Coordinate with other departments for customer inquiries and support administrative tasks like correspondence, reporting, and meeting records.
• Attend internal meetings to represent the department and advocate for customer needs.
• Conduct post-completion satisfaction calls and manage customer complaints and legacy issues efficiently.
• Ensure subcontractors and suppliers meet SLAs, utilizing contra charges when applicable.
• Update weekly reports and promote company values and policies.
• Perform additional duties as required.

To succeed, candidates should have:

• Experience in secretarial/administrative roles.
• Experience in a fast-paced customer service environment.
• Excellent communication skills.
• Proficiency in MS Office and good keyboard skills.
• Supportive team player attitude.
• Assertiveness, resilience, and influencing skills.
• Strong time management and multi-tasking abilities.
• Professional and pleasant manner with customers and contacts.

We are recognized as a 5-star housebuilder since 2010, committed to high-quality homes and customer satisfaction. We foster a diverse, inclusive, and innovative culture, offering tailored opportunities for various career stages and backgrounds.

Our hybrid working model combines office, site, and home working where roles permit. We promote a culture of opportunity and inclusivity, regardless of gender, race, age, sexuality, disability, or background.

Benefits include:

• Competitive Bonus Scheme
• Private Medical Cover
• 26 days’ holiday, increasing with service

Additional benefits include healthcare, pension schemes, health assessments, employee discounts, and more, supporting your wellbeing and lifestyle.

Our Bristol location focuses on building sustainable, high-quality homes for modern families, committed to environmental responsibility and community development.

We value diversity and inclusion, believing a diverse team enhances our service and workplace culture. We are dedicated to creating a sustainable future, one home and community at a time.