Customer Care Co-ordinator

Barratt Developments plc; Eddington; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive Bonus Scheme

Private Medical Cover - Single Cover

26 days’ holiday (increase by 1 day)

Job summary

Barratt Developments plc is seeking a proactive Customer Care professional to ensure post-purchase satisfaction for home buyers. You will support the Head of Customer Care, coordinate with site teams and subcontractors, and maintain records to drive timely resolutions.

The role emphasises safety, professional communication, and efficient administration within a hybrid working model. You will contribute to maintaining high service standards while collaborating with multiple departments, ensuring

Qualifications

• Experience in a professional secretarial/administration role.
• Fast-paced customer service environment.
• Excellent written and verbal communication skills.
• Proficiency with MS Office programs and strong keyboard skills.
• Able to multitask, manage priorities and work under pressure.
• Professional, assertive, and pleasant with internal and external customers.

Responsibilities

• Ensure personal and team compliance with SHE policies and procedures, prioritising safety.
• Adhere to Barratt Redrow standards for customer care and ensure issues are dealt with promptly and satisfactorily.
• Handle all contacts (calls, emails, online, social media) professionally and record issues in the IT system.
• Coordinate with colleagues to provide continual telephone cover throughout the day.
• Arrange inspections of remedial enquiries for valid warranty issues.
• Liaise with Site Management, Customer Care Technicians and subcontractors to ensure remedial works are completed efficiently.
• Communicate defects to the Head of Customer Care for cost-effective resolution.
• Use IT systems to manage defect resolutions and report on performance.
• Order materials through Commercial/Buying departments and manage contra-charges where applicable.
• Support other departments to address customer inquiries professionally and efficiently.
• Provide administrative support including correspondence handling, filing, reporting, and action logs.
• Attend internal meetings representing the department and advocate for customer-centric improvements.
• Conduct post-completion satisfaction calls to customers.
• Manage customer complaints and legacy issues as appropriate.
• Ensure subcontractors comply with SLAs and apply Contra Charge Process when needed.
• Update weekly reports for relevant personnel.
• Promote and act in line with group values, policies and procedures.

Skills

Customer service

Communication skills

MS Office

Organisational skills

Team player

Tools

IT systems

Job description

The Customer Care team make 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 or Customer Care Office Manager, to 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.

You will be expected to:

• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority.
• To fully adhere to the Barratt Redrow standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction.
• Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s IT system.
• Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day.
• Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues.
• Liaise between Site Management teams, Customer Care Technicians and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty (or any other warranty provider) and in line with the company’s stated Service Level Agreements.
• Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner.
• Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels.
• Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable.
• Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently.
• Provide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs (a record of minutes or actions arising from a meeting/project) for internal meetings.
• Attend appropriate internal meetings to represent the department and be the voice of the customer, promoting improvements in service delivery across functions.
• Undertake post-completion satisfaction calls to customers.
• Manage customer complaints and resolve legacy issues, where appropriate, efficiently and effectively.
• Ensure subcontractors and suppliers perform in adherence with our company SLA, and utilise 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 and when required.

To be successful in the role, we are looking for:

• 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 level of proficiency with MS Office programs, with excellent keyboard skills.
• A strong team player, supportive of colleagues.
• Assertive, tenacious, with an ability to influence others and be resilient to challenging Customer demands.
• Self–disciplined, with excellent time management skills and the ability to coordinate a number of priorities.
• Ability to multi-task, and work efficiently and accurately under pressure.
• Professional,assertiveandpleasantmannerindealingwith internal and external customers and contacts.

We’ve been nationally recognised as a 5 star housebuildersince 2010 for supplying high-quality homes for all generations. That’s more than any other major housebuilder. It’s because we combine the brightest minds, the latest technology, and a genuine commitment to putting customers first. We want the best people in the industry to help us shape the future of building. We have tailored opportunities for apprentices, graduates, experienced professionals and ex-Armed Forces personnel to come and help us stay one step ahead, and build the homes that Britain needs.

Barrattadopts a hybrid way of working which assumes that where roles allow, our office-based colleagues divide their time between working in the office, on ourconstructionsites andsalesoffices, and working from home, as the role dictates. We recognise the many benefits that an effective hybrid working culture brings to both the Company and our colleagues.

We are building an organisation where anyone with drive and talent can pursue the career they want. We are building a culture where anyone, regardless of gender, race, age, sexuality, disability, background or any other characteristic, can progress and be proud to work for us.

As part of working for Barratt Redrow PLC and specifically for this role we offer:

• 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)

Today’s housebuilding professional need tomorrow’s benefits, so they’re ready for whatever the future brings. When you join Barratt, you get the kind of support you would expect from a business built for a modern working world.

Private medical cover

Private healthcare support is available for timely access to a virtual GP, for diagnosis, treatment and more — including physio and talking therapies. You can even add family members.

Pension

First-class pension schemes with the option of up to 10% employer contributions.

Annual Health Assessment

All colleagues are able to access a fully funded annual health assessment, helping you to proactively manage your health and wellbeing.

As well as a competitive salary, we offer many ways to make life more affordable – from access to employee loans and savings accounts, to house purchase discounts.

Cycle to Work scheme, reduced hotel rate, discounts at major retailers… These make a massive difference to the quality of your lifestyle.

So much more…

From death in service, paid volunteer and study leave, enhanced family friendly policies (including our Parents and Carers leave) to a share buying scheme, we have an incredible range of additional benefits.

About Southern

We build the finest quality new homes to award-winning standards. With our meticulous attention to detail, we put a premium on timeless craftsmanship.

By combining top-quality materials and innovative designs, every David Wilson home is crafted to be both beautiful, sustainable and functional.

That’s why we’ve been awarded the maximum 5 Stars from the Home Builders Federation since 2009, making us the only major national housebuilder to achieve this.

Where you’ll be
working

Here is where you'll be based, whether that’s an office or one of our sites.

Putting diversity and inclusion front and centre

We know that a diverse team is better for our customers, makes us a more attractive employer and results in a stronger, more sustainable business. Which is why we're so committed to developing our inclusive culture.

Thinking ahead to leave a better world behind

We’re building a sustainable tomorrow, one house and one community at a time. Our commitment to our customers is rooted in every decision and day-to-day action we take.

See how our colleagues are building tomorrow together.