Customer Care Office Manager

Barratt Developments plc; Manchester; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Join a nationally recognized 5-star housebuilder as a Customer Care Manager in Manchester. You will lead a team to ensure exceptional customer service in a hybrid working environment, working with diverse backgrounds and driving results. Enjoy competitive benefits and be part of a company committed to sustainability, quality, and inclusion.

Benefits

Competitive Bonus Scheme

Private Medical Cover

Annual Medical Health Assessment

26 days’ holiday (plus increases)

Employee discounts

Cycle schemes

Qualifications

• Proven experience in a Customer Care role.
• Strong interpersonal skills and ability to work with diverse backgrounds.
• Results-driven and flexible with good time management.

Responsibilities

• Manage and supervise the Customer Care office team.
• Ensure customer satisfaction and compliance with company standards.
• Coordinate with departments to handle customer care issues efficiently.

Skills

Interpersonal skills

Time management

Flexibility

Results-driven performance

Job description

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

Being in a customer-facing role with us is unique. 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, a passion for quality and professionalism is essential.

Reporting to the Head of Customer Care or Customer Care Manager, you will be responsible for the daily operations of the Customer Care office, ensuring customer satisfaction and meeting KPI targets.

You will be expected to:

• Ensure the Customer Care office team complies with all SHE policies, prioritizing safety
• Manage and supervise the team to implement company standards and resolve customer issues professionally and promptly
• Provide clear guidelines, support, training, and workload organization for staff
• Maintain continuous telephone coverage during working hours
• Attend weekly meetings, resolve issues, and produce Action Logs
• Coordinate with other departments to handle Customer Care issues efficiently
• Utilize administration and IT systems effectively, ensuring all defects and contacts are recorded in iCARE
• Provide management information to monitor KPIs
• Act as the first escalation point for queries and concerns
• Work with the Operations Manager on defect management from inspection to completion
• Manage service requests, ensuring SLA compliance
• Ensure remedial works adhere to guidelines
• Monitor cost control for works carried out
• Undertake annual and interim PDRs with team members
• Promote and adhere to company values, policies, and procedures

To succeed, candidates should have:

• Proven experience in a Customer Care role, house-building knowledge is not essential
• Results-driven performance
• Strong time management and flexibility
• Good interpersonal skills and ability to work with diverse backgrounds

We are a nationally recognized 5-star housebuilder since 2010, committed to high-quality homes and customer satisfaction. We offer tailored opportunities for various professionals and promote a hybrid working model, balancing office, site, and home working as role allows.

Our inclusive culture encourages talent and drive, regardless of gender, race, age, sexuality, disability, or background. We aim to build a better future, one home at a time, with sustainable and innovative building practices.

Benefits include:

• Competitive Bonus Scheme
• Private Medical Cover
• Annual Medical Health Assessment
• 26 days’ holiday (plus increases)

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

Join us in Manchester, where we create durable, sustainable homes for modern families, committed to diversity, inclusion, and environmental responsibility.