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- Tasks: Lead a team ensuring top-notch customer care for home buyers post-purchase.
- Company: Barratt Redrow is a 5-star housebuilder known for quality homes and customer satisfaction.
- Benefits: Enjoy hybrid working, competitive salary, bonuses, private medical cover, and generous holiday.
- Why this job: Join a passionate team focused on quality and customer care in the construction industry.
- Qualifications: Experience in construction management and strong leadership skills are essential.
- Other info: Opportunities for growth and development in a diverse and inclusive workplace.
The predicted salary is between 36000 - 60000 £ per year.
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, you will take effective responsibility for:
- Undertaking all post 20 week inspections of remedial works and attendance at all NHBC Claim & Resolution investigations.
- 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.
- Undertake all required inspections of reported defects for all plots once handed to Customer Care.
- Advise customers of agreed works and confirm, with detailed reason, why items not covered by warranty will not be actioned.
- Report agreed works 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.
- 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.
- Ensure subcontractors and suppliers perform in adherence with our agreed Company SLA's.
- Ensure that remedial works are completed in accordance with NHBC Standards.
- 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.
- Attend weekly internal meetings with Customer Care Operatives to resolve any issues.
- Communicate important Customer Care issues to the Head of Customer Care for review on a weekly basis.
- Ensure cost control is monitored for any works that are carried out.
- 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.
- Carry out New Home Tours and handovers where necessary.
- Promote and act in accordance with all Group values, systems, policies and procedures.
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.
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.
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
Customer Care Operations Manager employer: Barratt Redrow
Contact Detail:
Barratt Redrow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Operations Manager
✨Tip Number 1
Familiarise yourself with the NHBC standards and guidelines, as this role involves ensuring compliance with these regulations. Understanding these standards will not only help you in interviews but also demonstrate your commitment to quality and professionalism.
✨Tip Number 2
Network with professionals in the construction and customer care sectors. Attend industry events or join relevant online forums to connect with others who can provide insights into the role and potentially refer you to opportunities at Barratt Redrow.
✨Tip Number 3
Prepare to discuss your experience in managing teams and projects effectively. Highlight specific examples where you've successfully led a team or managed a project, especially in a customer-facing environment, as this is crucial for the Customer Care Operations Manager role.
✨Tip Number 4
Showcase your problem-solving skills by preparing examples of how you've handled challenging customer situations in the past. This will illustrate your ability to maintain high standards of customer care and resolve issues efficiently, which is key for this position.
We think you need these skills to ace Customer Care Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and construction. Emphasise any previous roles where you managed teams or projects, as well as your ability to handle customer issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for quality and professionalism. Mention specific examples from your past work that demonstrate your problem-solving skills and ability to thrive under pressure.
Showcase Relevant Skills: Highlight key skills such as budget management, team leadership, and effective communication. Make sure to align these skills with the requirements mentioned in the job description to show you’re a perfect fit.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Barratt Redrow
✨Show Your Construction Knowledge
Since the role requires a background in construction or building, be prepared to discuss your relevant experience. Highlight specific projects you've worked on and how they relate to customer care in the housing sector.
✨Demonstrate Your Customer Care Passion
Barratt Redrow values professionalism and quality in customer service. Share examples of how you've gone above and beyond for customers in previous roles, showcasing your commitment to their satisfaction.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of scenarios where you had to manage customer complaints or resolve conflicts, and explain your approach and the outcomes.
✨Understand Their Policies and Procedures
Familiarise yourself with Barratt Redrow's Customer Care Charter and SHE policies. Being knowledgeable about their standards will demonstrate your readiness to uphold their values and ensure compliance in your role.
