Customer Care Office Manager

Barratt Redrow; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company in the construction industry seeks a Customer Care Office Manager in London to enhance customer satisfaction post-purchase. The successful candidate will lead a team, ensure compliance with safety standards, and manage customer interactions seamlessly. Candidates should possess strong interpersonal skills and a commitment to quality service.

Benefits

Competitive Salary

Competitive Bonus Scheme

Private Medical Cover

Company Car or Cash Allowance

Annual Medical Health Assessment

26 days' holiday

Choice of Flexible Benefits

Enhanced Family Friendly Policies

Qualifications

• Proven track record in a similar Customer Care role.
• Not essential to have house-building knowledge.
• Self-disciplined individual with flexible thinking.

Responsibilities

• Manage the customer care office team and ensure compliance with safety procedures.
• Resolve customer issues professionally and efficiently.
• Coordinate with other departments for customer care enhancement.

Skills

Excellent time management

Interpersonal skills

Positive attitude

Performance-driven

Job description

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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 the Head of Customer Care or Customer Care Manager, being responsible for the day to day running of the Customer Care office, ensuring customer satisfaction and working to meet defined KPI performance targets.

You will be expected to:

• Ensure that the Customer Care office team is compliant with all relevant SHE policies and procedures, putting the safety of our teams as first priority
• Manage and supervise the Customer Care office team effectively, to ensure that the Customer Care Department fully implements the BDW standard Customer Care policies and procedures, and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction
• Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload
• Ensuring the department is able to provide continual telephone cover throughout the working day
• Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising
• Liaise and co-ordinate with the Construction, Commercial, Technical and Sales departments to ensure Customer Care issues are handled quickly and efficiently
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, in particular, that all defects, complaints and customer contacts are fully recorded within the iCARE IT system
• Provide management information to the Head of Customer Care to monitor BDW standard key performance indicators
• Be the first point of escalation for the Customer Care Coordinators & Administrators for both queries and customer concerns
• Work closely with the Customer Care Operations Manager to ensure the smooth administration and coordination of defect management from inspection through to completion
• Efficiently manage and resolve service requests, ensuring Site teams, operatives & subcontractors meet defined SLA's
• Ensure that remedial works are completed in accordance with Company and NHBC guidelines
• Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload
• Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising
• Ensure cost control is monitored for any works that are carried out, including the use of the contra-charge module where appropriate
• Undertake annual and interim PDR's with Customer Care Coordinators/Administrators
• Promote and act in accordance with all Group values, systems, policies and procedures
  
  
  
  
  
  
  

What you'll be doing?

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 the Head of Customer Care or Customer Care Manager, being responsible for the day to day running of the Customer Care office, ensuring customer satisfaction and working to meet defined KPI performance targets.

You will be expected to:

• Ensure that the Customer Care office team is compliant with all relevant SHE policies and procedures, putting the safety of our teams as first priority
• Manage and supervise the Customer Care office team effectively, to ensure that the Customer Care Department fully implements the BDW standard Customer Care policies and procedures, and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction
• Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload
• Ensuring the department is able to provide continual telephone cover throughout the working day
• Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising
• Liaise and co-ordinate with the Construction, Commercial, Technical and Sales departments to ensure Customer Care issues are handled quickly and efficiently
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, in particular, that all defects, complaints and customer contacts are fully recorded within the iCARE IT system
• Provide management information to the Head of Customer Care to monitor BDW standard key performance indicators
• Be the first point of escalation for the Customer Care Coordinators & Administrators for both queries and customer concerns
• Work closely with the Customer Care Operations Manager to ensure the smooth administration and coordination of defect management from inspection through to completion
• Efficiently manage and resolve service requests, ensuring Site teams, operatives & subcontractors meet defined SLA's
• Ensure that remedial works are completed in accordance with Company and NHBC guidelines
• Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload
• Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising
• Ensure cost control is monitored for any works that are carried out, including the use of the contra-charge module where appropriate
• Undertake annual and interim PDR's with Customer Care Coordinators/Administrators
• Promote and act in accordance with all Group values, systems, policies and procedures
  
  
  
  
  
  
  

What you'll need

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

• Proven track record in a similar Customer Care role, previous house-building knowledge is not essential
• Positive, can-do attitude
• Performance and results driven
• Self-disciplined individual, with excellent time management skills, and flexible in order to achieve results
• Good inter-personal skills and ability to deal with people from diverse backgrounds
  
  
  
  

Our Company and Benefits

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 come and help us stay one step ahead, and build the homes that Britain needs.

Barratt adopts a hybrid way of working which assumes that where roles allow, our office-based colleagues divide their time between working in the office, on our construction sites and sales offices, 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 Salary
• Competitive Bonus Scheme
• Private Medical Cover - Single Cover
• Company Car or Cash Allowance
• Annual Medical Health Assessment
• 26 days' holiday (increase by 1 day for every 3 years' continuous service up to 29 days)
• Choice of Flexible Benefits
• Enhanced Family Friendly Policies
  
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Building Construction

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