Customer Care Co-ordinator

Barratt Developments plc; Wales; Hybrid; GBP 30,000 - 36,000; Full time

Job summary

A leading housebuilder in South Wales seeks a Customer Care Coordinator to manage client relations and ensure satisfaction post-purchase. The ideal candidate has strong communication skills and experience in a customer service role. You will be part of a supportive team enforcing high standards in service. Hybrid working options are available, along with competitive benefits like a bonus scheme and private medical coverage.

Benefits

Competitive Bonus Scheme

Private Medical Cover

26 days’ holiday

Qualifications

• Experience in a professional secretarial/administration role.
• Ability to multi-task and work accurately under pressure.
• Self-disciplined with excellent time management skills.

Responsibilities

• Manage customer-related issues through direct communication.
• Coordinate administration of the customer care department.
• Handle contacts professionally and courteously.

Skills

Excellent communication skills

Customer service experience

MS Office proficiency

Time management

Team player

Job description

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 is a little different from most businesses; our customers expect their homes to be of the highest standard, and you’ll ensure they are by being on hand with answers and practical help. Although construction or building experience is preferred, the key requirement is a passion for quality and professionalism.

Reporting to 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 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.
• Adhere to the Barratt Redrow standard Customer Care policies and procedures, ensuring that all issues raised by customers are dealt with professionally, quickly and to their complete satisfaction.
• Handle all contacts (calls, emails, online, social media) professionally and courteously, recording all issues in the Company’s IT system.
• Coordinate with colleagues to ensure continual telephone cover throughout the working day.
• Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues.
• Liaise between Site Management, Customer Care Technicians and external Sub-contractors to complete remedial works efficiently, in accordance with the NHBC Buildmark Warranty (or any other warranty provider) and in line with the company’s Service Level Agreements.
• Communicate with the Head of Customer Care to ensure defects are dealt with by the appropriate personnel in a cost-effective manner.
• Utilise the IT system and reporting to manage resolution of defects and highlight performance concerns to the Head of Customer Care.
• Liaise with Commercial/Buying departments to order materials for defect resolution and complete contra-charges where applicable.
• Engage with all other Departments to address customer enquiries professionally and efficiently.
• Provide administrative support for the Department, including handling and responding to customer correspondence, paper and electronic filing, producing reports, and maintaining Action Logs for internal meetings.
• Attend appropriate internal meetings to represent the department and advocate for the voice of the customer to improve 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 in adherence with our 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 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 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 resilience 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.

We’ve been nationally recognised as a 5-star housebuilder since 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 help us stay one step ahead and build the homes that Britain needs.

Barratt adopts a hybrid way of working which allows, where roles permit, office-based work, site work, and home working as dictated by the role. We recognise the benefits of an effective hybrid working culture for both the Company and 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 needs tomorrow’s benefits, so they’re ready for whatever the future brings. When you join Barratt, you get the 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 proactively manage your health and wellbeing.

In addition to a competitive salary, we offer many ways to make life more affordable, including access to employee loans and savings accounts, and house purchase discounts. Cycle to Work scheme, reduced hotel rates, and discounts at major retailers are also available.

So much more…

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

About South Wales

Our triple-branded divisions combine the best of Barratt Homes, David Wilson Homes and Redrow. We provide award-winning quality and innovative design across homes for first-time buyers, move-up buyers, premium homes and downsizing. We have been awarded the maximum 5 Stars from the Home Builders Federation since 2009, the only major national housebuilder with this rating.

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 a diverse team is better for our customers and a stronger, more sustainable business. We are committed to developing an inclusive culture where everyone can progress and be proud to work for us.

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.