Customer Care Co-ordinator

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

Job summary

An established industry player is seeking a dedicated Customer Care professional to join their team. In this dynamic role, you will ensure that home buyers receive exceptional service and support throughout their experience. Your responsibilities will include managing customer inquiries, coordinating with various departments, and promoting company values. With a focus on quality and professionalism, this position offers a unique opportunity to work in a hybrid environment, balancing office, site, and home working. Join a company recognized for its commitment to high-quality homes and customer satisfaction, and be part of a team that values inclusivity and development.

Benefits

Competitive Bonus Scheme

Private Medical Cover

26 days’ holiday

Employee Discounts

Pension Schemes

Health Assessments

Lifestyle Perks

Qualifications

• Strong experience in customer service and administration roles.
• Excellent written and verbal communication skills.

Responsibilities

• Manage customer-related issues and ensure timely resolutions.
• Coordinate with various departments to address customer inquiries.

Skills

Customer Service

Communication Skills

MS Office Proficiency

Time Management

Team Orientation

Assertiveness

Multitasking Ability

Education

Experience in Secretarial/Administration Roles

Experience in Customer Service Environments

Tools

IT Systems

Job description

The Customer Care team ensures that home buyers receive the highest level of care following their home buying experience.

Being in a customer-facing role with us is unique compared to most businesses. Our customers expect top-quality homes, and you will ensure this 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 the management of all customer-related issues until resolution. This involves direct communication with internal and external customers and coordinating departmental administration to ensure efficient operation.

You will be expected to:

1. Ensure compliance with SHE policies, prioritizing team safety.
2. Adhere to Barratt Redrow’s Customer Care policies, handling customer issues professionally and promptly.
3. Handle all contacts (calls, emails, online, social media) courteously and record issues accurately in the IT system.
4. Coordinate with colleagues to provide continuous telephone coverage.
5. Arrange inspections for remedial inquiries and validate warranty issues.
6. Communicate with Site Management, Customer Care Technicians, and subcontractors to complete remedial works efficiently, in line with warranties and SLAs.
7. Work with the Head of Customer Care to ensure defects are addressed cost-effectively.
8. Utilize IT systems to manage defect resolution and report performance issues.
9. Coordinate with Commercial/Buying departments to order materials and manage contra-charges.
10. Collaborate with other departments to address customer inquiries professionally.
11. Provide administrative support, including handling correspondence, filing, and reporting.
12. Represent the department in internal meetings, advocating for customer needs and service improvements.
13. Conduct post-completion satisfaction calls.
14. Manage customer complaints and resolve legacy issues efficiently.
15. Ensure subcontractors and suppliers meet SLAs, utilizing contra charge processes when necessary.
16. Update and distribute weekly reports.
17. Promote company values, policies, and procedures.
18. Perform other duties as required.

    To succeed, candidates should have:

    1. Experience in secretarial/administration roles.
    2. Experience in fast-paced customer service environments.
    3. Excellent communication skills, both written and verbal.
    4. Proficiency in MS Office, with good keyboard skills.
    5. Strong team orientation.
    6. Assertiveness, resilience, and influencing skills.
    7. Self-discipline, time management, and multitasking ability.
    8. Professional and friendly manner with customers and colleagues.

    We are recognized as a 5-star housebuilder since 2010, committed to high-quality homes and customer satisfaction. We offer tailored opportunities for various career stages, including apprentices, graduates, professionals, and ex-Armed Forces personnel.

    Our hybrid working model combines office, site, and home working, depending on the role. We foster an inclusive culture where everyone can develop and succeed, regardless of background or characteristics.

    Benefits include:

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

    Additional benefits encompass healthcare, pension schemes, health assessments, employee discounts, and various lifestyle perks. We are dedicated to building a sustainable future and creating homes that last, supporting diversity and inclusion in all our initiatives.