Overview

Customer Care Co-ordinator (Temporary for maternity cover) role at Barratt Redrow.

This is a temporary maternity cover position within the Customer Care team. The role focuses on ensuring home buyers receive the highest standard of care following their home purchase, with a customer-facing emphasis and an opportunity to support service delivery improvements.

Barratt adopts a hybrid working pattern where roles may involve time in the office, on site and/or from home, as the role dictates.

Responsibilities

• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority.
• Adhere to Barratt Redrow standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction.
• Ensure all contacts (calls, emails, online, social media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s IT system.
• Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day.
• Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues.
• Liaise between Site Management teams, Customer Care Technicians and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty (or any other warranty provider) and in line with the company’s stated Service Level Agreements.
• Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner.
• Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels.
• Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable.
• Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently.
• Provide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs (a record of minutes or actions arising from a meeting/project) for internal meetings.
• Attend appropriate internal meetings to represent the department and be the voice of the customer, promoting improvements in service delivery across functions.
• Undertake post-completion satisfaction calls to customers.
• Manage customer complaints and resolve legacy issues, where appropriate, efficiently and effectively.
• Ensure subcontractors and suppliers perform in adherence with our company SLA, and utilise the Contra Charge Process where applicable.
• Update weekly reports and distribute to relevant personnel.
• Promote and act in accordance with all Group values, systems, policies and procedures.
• Carry out other appropriate ad hoc duties as and when required.

Qualifications

• Experience of working in a professional secretarial/administration role.
• Previous experience in a demanding and fast paced customer service environment.
• Excellent communication skills, both written and verbal.
• Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills.
• A strong team player, supportive of colleagues.
• Assertive, tenacious, with an ability to influence others and be resilient to challenging Customer demands.
• Self–disciplined, with excellent time management skills and the ability to coordinate multiple priorities.
• Ability to multi-task, and work efficiently and accurately under pressure.
• Professional, assertive and pleasant manner in dealing with internal and external customers and contacts.

Benefits

• Competitive Salary
• Competitive Bonus Scheme
• Private Medical Cover - Single Cover
• 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

Our Benefits Are Fit To Measure — today’s housebuilding professionals deserve benefits that support the future of work. Barratt promotes a hybrid working culture and inclusive values that support employees from all backgrounds.

Job Details

• Seniority level: Entry level
• Employment type: Temporary
• Job function: Other
• Industries: Construction