Customer Care Operations Manager

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

Job summary

A leading company in the building construction industry is seeking a Customer Care Operations Manager. This role involves overseeing customer care operations, ensuring high standards of service, and managing a team effectively. The ideal candidate will bring a construction background and a passion for quality. This position offers a competitive salary and benefits in a hybrid working environment.

Benefits

Competitive Salary

Competitive Bonus Scheme

Private Medical Cover

Company Car or Cash Allowance

Annual Medical Health Assessment

26 days' holiday

Flexible Benefits

Enhanced Family Friendly Policies

Qualifications

• Proven track record in a similar role, ideally in house-building.
• Experience of managing budgets and cost control.

Responsibilities

• Manage Customer Care Operatives and ensure compliance with policies.
• Undertake inspections of reported defects and advise customers.
• Build relationships with Construction, Technical, and Sales departments.

Skills

Customer Service

Problem-Solving

Team Leadership

Time Management

Education

Construction Background

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, to take effective responsibility for undertaking all post 20 week inspections of remedial works and attendance at all NHBC Claim & Resolution investigations. To include the day to day management of the Customer Care Operatives plus the organisation and supervision of larger remedial work projects.

You will be expected to:

• Ensure all Customer Care Operatives and contractors are compliant with all SHE policies and procedures, putting the safety of our teams as first priority to include full compliance with the mandatory SHE training for Operatives as per the Training Matrix
• Undertake all required inspections of reported defects for all plots once handed to Customer Care. To advise customers of agreed works and confirm, with detailed reason, why items not covered by warranty will not be actioned. Agreed works to be clearly reported back to the office team with supporting detail of labour, subcontractors, materials, equipment and timescales required to complete works efficiently within a single visit
• Manage the Customer Care Operatives effectively, ensuring adherence with our Customer Care Charter and policies & procedures. To ensure that all Customer issues are dealt with quickly, professionally and to their complete satisfaction
• Build robust relationships and liaise regularly with the Construction, Technical and Sales departments to ensure Customer issues are responded to quickly and professionally
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, in particular, the Operative App, Root Cause and the forthcoming Inspection App
• Ensure subcontractors and suppliers perform in adherence with our agreed Company SLA's - performance to be managed, with persistent non-adherence to be escalated to the Head of Customer Care & Construction Director
• Ensure that remedial works are completed in accordance with NHBC Standards, guidelines and their document, A Consistent Guide to Finishes
• Undertake both regular and random inspections of both Customer Care Operatives and subcontractor works
• Ensure Customer Care Operatives 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 development. To include undertaking PDR's for all Customer Care Operatives
• Attend weekly internal meetings with Customer Care Operatives to resolve any issues, and minute the meetings for the benefit of colleagues and the Construction Director (or Managing Director where appropriate)
• Communicate important Customer Care issues to the Head of Customer Care, Construction Director (and Managing Director, where appropriate) for review on a weekly basis
• Ensure cost control is monitored for any works that are carried out, in particular larger scale projects
• Provide personal and customer feedback to the Division on areas of workmanship, design and specification to improve future product quality
• Attend NHBC Resolutions and bring learning/feedback back to workplace, ensure prompt conclusion of any works deemed necessary by the NHBC within the time frame set
• Carry out New Home Tours and handovers where necessary, in particular on closed sites where a construction and sales presence has been removed
• 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, to take effective responsibility for undertaking all post 20 week inspections of remedial works and attendance at all NHBC Claim & Resolution investigations. To include the day to day management of the Customer Care Operatives plus the organisation and supervision of larger remedial work projects.

You will be expected to:

• Ensure all Customer Care Operatives and contractors are compliant with all SHE policies and procedures, putting the safety of our teams as first priority to include full compliance with the mandatory SHE training for Operatives as per the Training Matrix
• Undertake all required inspections of reported defects for all plots once handed to Customer Care. To advise customers of agreed works and confirm, with detailed reason, why items not covered by warranty will not be actioned. Agreed works to be clearly reported back to the office team with supporting detail of labour, subcontractors, materials, equipment and timescales required to complete works efficiently within a single visit
• Manage the Customer Care Operatives effectively, ensuring adherence with our Customer Care Charter and policies & procedures. To ensure that all Customer issues are dealt with quickly, professionally and to their complete satisfaction
• Build robust relationships and liaise regularly with the Construction, Technical and Sales departments to ensure Customer issues are responded to quickly and professionally
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, in particular, the Operative App, Root Cause and the forthcoming Inspection App
• Ensure subcontractors and suppliers perform in adherence with our agreed Company SLA's - performance to be managed, with persistent non-adherence to be escalated to the Head of Customer Care & Construction Director
• Ensure that remedial works are completed in accordance with NHBC Standards, guidelines and their document, A Consistent Guide to Finishes
• Undertake both regular and random inspections of both Customer Care Operatives and subcontractor works
• Ensure Customer Care Operatives 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 development. To include undertaking PDR's for all Customer Care Operatives
• Attend weekly internal meetings with Customer Care Operatives to resolve any issues, and minute the meetings for the benefit of colleagues and the Construction Director (or Managing Director where appropriate)
• Communicate important Customer Care issues to the Head of Customer Care, Construction Director (and Managing Director, where appropriate) for review on a weekly basis
• Ensure cost control is monitored for any works that are carried out, in particular larger scale projects
• Provide personal and customer feedback to the Division on areas of workmanship, design and specification to improve future product quality
• Attend NHBC Resolutions and bring learning/feedback back to workplace, ensure prompt conclusion of any works deemed necessary by the NHBC within the time frame set
• Carry out New Home Tours and handovers where necessary, in particular on closed sites where a construction and sales presence has been removed
• 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 role, ideally in house-building and with a background in Construction
• Experience of managing budgets/cost control, planning, prioritising and organising work to meet targets
• Someone who is self-confident, decisive, resilient and able to thrive under pressure in a fast-paced environment
• A lateral and innovative thinker, an original problem-solver
• A motivational team-leader focused on coaching and developing their team to their full potential
• Someone who is self-disciplined, 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

  Management

• Industries

  Building Construction

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