Customer Care Operations Lead

Barratt Developments plc; United Kingdom; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Competitive Bonus Scheme

Private Medical Cover - Single Cover

Annual Health Assessment

26 days’ holiday

Job summary

Barratt Developments plc is seeking a Customer Care Lead to oversee the day-to-day running of the Customer Care office, ensuring customer satisfaction and KPI delivery. You will coordinate with Construction, Commercial, Technical and Sales teams to resolve issues quickly and professionally.

The role focuses on maintaining SHE policy compliance, staff guidance and effective administrative workflows, including defect management from inspection to completion and maintaining continual telephone

Qualifications

• Proven track record in a similar Customer Care role.
• Performance and results driven.
• Self–disciplined individual, with excellent time management skills.
• Good inter-personal skills and ability to deal with people from diverse backgrounds.

Responsibilities

• 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.
• 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
• 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

Skills

Customer care experience

Team leadership

Time management

Interpersonal skills

Job description

Barratt Developments plc is seeking a Customer Care Lead to oversee the day-to-day running of the Customer Care office, ensuring customer satisfaction and KPI delivery. You will coordinate with Construction, Commercial, Technical and Sales teams to resolve issues quickly and professionally.

The role focuses on maintaining SHE policy compliance, staff guidance and effective administrative workflows, including defect management from inspection to completion and maintaining continual telephone