Customer Care Co-ordinator

Barratt London; East London; On-site; ZAR 30 000 - 50 000; Full time

Job summary

Ein etabliertes Unternehmen im Bauwesen sucht eine engagierte Person für den Kundenservice. In dieser Rolle sind Sie dafür verantwortlich, Kundenanliegen professionell zu bearbeiten und sicherzustellen, dass alle Qualitätsstandards eingehalten werden. Sie werden eng mit verschiedenen Abteilungen zusammenarbeiten, um eine effiziente Bearbeitung von Kundenanfragen zu gewährleisten und zur Verbesserung des Service beizutragen. Wenn Sie eine Leidenschaft für Qualität haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung im Kundenservice mit Fokus auf hohe Qualitätsstandards.
• Fähigkeit, Kundenanfragen professionell und effizient zu bearbeiten.

Responsibilities

• Sicherstellen der Einhaltung von Sicherheitsrichtlinien und Kundenstandards.
• Koordination der Kundenanfragen und Unterstützung bei der Problemlösung.

Skills

Kundenservice

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Bau- oder Konstruktionserfahrung

Tools

IT-Systeme

Job description

What you'll be doing?

The Customer Care team ensures home buyers receive the highest quality care following their home buying experience.

Being in a customer-facing role with us is unique. Our customers expect high standards for their homes, and you will ensure these standards are met by providing answers and practical assistance. Construction or building experience is preferred, but a passion for quality and professionalism is most important.

Reporting to the Head of Customer Care or Customer Care Office Manager, your role is to support the management of all customer-related issues through to resolution, via direct communication with internal and external customers, and to coordinate departmental administration for efficiency and effectiveness.

You Will Be Expected To

1. Ensure personal and team compliance with all SHE policies and procedures, prioritizing safety.
2. Adhere to Barratt Redrow standard Customer Care policies, ensuring customer issues are handled professionally, promptly, and satisfactorily.
3. Handle all contacts (calls, emails, online, social media) professionally and courteously, recording issues accurately in the IT system.
4. Coordinate with colleagues to provide continuous telephone coverage during working hours.
5. Arrange inspections for remedial enquiries to confirm valid warranty issues.
6. Liaise with Site Management, Customer Care Technicians, and external Sub-contractors to ensure remedial works are completed efficiently, in line with warranties and service level agreements.
7. Communicate with the Head of Customer Care to ensure defects are addressed appropriately and cost-effectively.
8. Use the IT system and reporting tools to manage defect resolution and highlight performance issues to the Head of Customer Care.
9. Coordinate with Commercial/Buying departments to order materials for defect resolution and handle contra-charges as applicable.
10. Collaborate with other departments to address customer enquiries professionally and efficiently.
11. Provide administrative support, including handling customer correspondence, filing, report production, and recording actions from meetings.
12. Attend internal meetings to represent the department and advocate for customer interests, promoting service improvements.
13. Conduct post-completion satisfaction calls to customers.
14. Manage customer complaints and resolve legacy issues effectively.
15. Ensure subcontractors and suppliers adhere to SLAs and utilize the Contra Charge Process when needed.
16. Update weekly reports and distribute them to relevant personnel.
17. Promote and act in accordance with all group values, policies, and procedures.
18. Perform other duties as required.