Customer Care Office Manager - Solihull

Barratt Developments plc; Metropolitan Borough of Solihull; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading company in homebuilding seeks a Customer Care Manager to ensure high customer satisfaction and manage the Customer Care team. This role involves overseeing operations, resolving customer issues, and collaborating with multiple departments to maintain service quality. The ideal candidate will have strong interpersonal skills and a results-driven approach. The company offers a hybrid working model and a commitment to sustainability and diversity.

Benefits

Competitive Bonus Scheme

Private Medical Cover

Annual Medical Health Assessment

26 days’ holiday (rising with service)

Qualifications

• Proven experience in a Customer Care role.
• Results-driven performance.
• Self-discipline and excellent time management.

Responsibilities

• Oversee daily operations of the Customer Care office.
• Manage and supervise the Customer Care office team.
• Coordinate with various departments for issue resolution.

Skills

Interpersonal Skills

Time Management

Flexibility

Job description

The Customer Care team ensures home buyers receive exceptional support following their home purchase.

Being in a customer-facing role with us is unique. Our customers expect the highest standards for their homes, and you will ensure this by providing answers and practical assistance. We prefer candidates with construction or building experience, but above all, we value passion for quality and professionalism.

Reporting to the Head of Customer Care or Customer Care Manager, you will oversee the daily operations of the Customer Care office, aiming for high customer satisfaction and meeting KPI targets.

You will be expected to:

1. Ensure compliance with all SHE policies and procedures, prioritizing team safety.
2. Manage and supervise the Customer Care office team, ensuring adherence to BDW standards and swift, professional resolution of customer issues.
3. Provide clear guidelines, support, training, and organize workload for the team.
4. Maintain continuous telephone coverage during working hours.
5. Participate in weekly meetings, resolve issues, and produce Action Logs.
6. Coordinate with Construction, Commercial, Technical, and Sales departments for efficient issue resolution.
7. Ensure effective use of administration and IT systems, especially recording defects, complaints, and contacts in iCARE.
8. Provide management information to monitor KPIs.
9. Serve as the first escalation point for queries and concerns.
10. Work closely with the Customer Care Operations Manager on defect management from inspection to completion.
11. Manage and resolve service requests, ensuring SLA compliance.
12. Ensure remedial works follow company and NHBC guidelines.
13. Monitor cost control for works, including contra-charge modules.
14. Undertake annual and interim PDRs with team members.
15. Promote and adhere to company values, policies, and procedures.

To succeed, candidates should have:

1. Proven experience in a Customer Care role; house-building experience is not mandatory.
2. Results-driven performance.
3. Self-discipline, excellent time management, and flexibility.
4. Strong interpersonal skills to engage with diverse backgrounds.

We are recognized as a 5-star housebuilder since 2010, known for high-quality homes across generations. We combine innovative technology, talented people, and a customer-first approach. We offer tailored opportunities for apprentices, graduates, experienced professionals, and ex-Armed Forces personnel to contribute to building Britain’s homes.

Our hybrid working model allows staff to split their time between office, site, and home, where roles permit. We foster an inclusive culture where everyone, regardless of background, can grow and succeed.

Benefits include:

• Competitive Bonus Scheme
• Private Medical Cover
• Annual Medical Health Assessment
• 26 days’ holiday (rising with service)

Additional benefits include private healthcare, pension schemes, health assessments, employee discounts, and more, supporting your wellbeing and lifestyle.

We are committed to sustainability and diversity, aiming to build a better future for communities and the environment. Join us in shaping tomorrow’s homes and communities.