National Customer Care Surge Coordinator

Barratt Developments plc; Coalville; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Private medical cover

Pension

Annual Health Assessment

Cycle to Work scheme

Job summary

Barratt Developments plc is seeking a Group Customer Care Surge Team Coordinator to provide flexible, group‑level support to Divisional Customer Care teams, ensuring continuity of service and safeguarding standards.

The role supports a nationwide, hybrid working setup, requiring strong administrative skills, CRM experience, and the ability to coordinate with site teams, subcontractors and suppliers to keep service levels high.

Qualifications

• Strong administrative capability with excellent attention to detail.
• Ability to manage multiple tasks, priorities, and deadlines effectively.
• Proactive problem-solving mindset with the ability to anticipate issues before they elevate.
• High levels of resilience and adaptability when priorities change at short notice.
• Well organised, with a methodical and structured approach to work.
• Clear, professional written and verbal communication skills.
• Team player who contributes positively to a distributed resource model.
• Confident to work independently as part of a remote team.
• Experience using CRM systems (knowledge of Microsoft Dynamics is desirable but not essential)
• Previous experience working in a customer facing, service focused or administrative role.

Responsibilities

• Act as the first point of contact for customers across assigned developments, ensuring consistent support within the designated Division.
• Respond to customer emails and calls in a timely and professional manner.
• Ensure full utilisation of the CRM system by accurately recording all interactions and maintaining up to date records at all times.
• Support with the triage and validation of customer issues received through multiple channels, ensuring accurate recording within the CRM system and appropriate case creation to enable progression.
• Upon validation of defects, raise the necessary job tasks within CRM and allocate to the appropriate resource to ensure timely resolution.
• Where remedial works are chargeable, support the process by sourcing quotations and requesting purchase order creation to progress defect resolution.
• Use the CRM system to follow up with site teams, subcontractors, and suppliers on deployed jobs approaching or at risk of breaching our Service Level Agreement.
• Obtain progress updates and elevate delays, risks, or issues to your Team Leader and / or the Divisional Customer Care team during daily huddles.
• Assist the Surge Team Leader by attending divisional meetings as required.
• Coordinate and build strong relationships with Divisional colleagues for the benefit of the customer.
• Reassignment of jobs to alternative contractors when Service Level Agreements are breached.
• Support the end of defect inspection process for Housing Associations/Registered Providers by ensuring all agreed defects and associated remedial works are accurately recorded in the CRM system.
• Ensure Housing Associations/Registered Providers receive regular progress updates.
• Complete courtesy calls to customers as assigned, including routine follow ups.
• Provide support and appropriate CRM updates when Director calls are completed.
• Support any follow-up actions required following an out of hours incident or claim.
• Provide support with other administrative tasks (i.e. uploading of plot certificates to CRM).
• Ensure all actions are completed in line with company processes, policies, and code requirements.
• Ensure all SHE protocols are adhered to and that the relevant risk assessment criteria is followed.

Skills

Administrative capability

Multi-tasking

CRM experience

Problem-solving

Attention to detail

Communication (written & oral)

Independent in remote team

Customer service experience

Tools

Microsoft Dynamics

Job description

Barratt Developments plc is seeking a Group Customer Care Surge Team Coordinator to provide flexible, group‑level support to Divisional Customer Care teams, ensuring continuity of service and safeguarding standards.

The role supports a nationwide, hybrid working setup, requiring strong administrative skills, CRM experience, and the ability to coordinate with site teams, subcontractors and suppliers to keep service levels high.