Customer Care Office Manager

The Customer Care team ensures 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 will make sure they are, by being on hand with answers and practical help. We ideally look for construction or building experience, but more importantly, we seek your passion for quality and professionalism.

Reporting to the Head of Customer Care or Customer Care Manager, you will be responsible for the day-to-day running of the Customer Care office, ensuring customer satisfaction and working to meet defined KPI performance targets. You will be expected to:

• Ensure that the Customer Care office team is compliant with all relevant SHE policies and procedures, putting the safety of our teams as the first priority.
• Manage and supervise the Customer Care office team effectively, ensuring that the Customer Care Department fully implements the BDW standard Customer Care policies and procedures, and that all issues raised by the customer are dealt with professionally, quickly, and to their complete satisfaction.
• Ensure the staff working in the Customer Care Office team 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 the organisation of the administrative workload.
• Ensure the department is able to provide continual telephone cover throughout the working day.
• Attend weekly internal meetings with staff to resolve any issues and produce Action Logs for any issues arising.
• Liaise and co-ordinate with the Construction, Commercial, Technical, and Sales departments to ensure Customer Care issues are handled quickly and efficiently.
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, particularly that all defects, complaints, and customer contacts are fully recorded within the iCARE IT system.
• Provide management information to the Head of Customer Care to monitor BDW standard key performance indicators.
• Be the first point of escalation for the Customer Care Coordinators & Administrators for both queries and customer concerns.
• Work closely with the Customer Care Operations Manager to ensure the smooth administration and coordination of defect management from inspection through to completion.
• Efficiently manage and resolve service requests, ensuring Site teams, operatives & subcontractors meet defined SLAs.
• Ensure that remedial works are completed in accordance with Company and NHBC guidelines.
• Ensure cost control is monitored for any works that are carried out, including the use of the contra-charge module where appropriate.
• Undertake annual and interim PDRs with Customer Care Coordinators/Administrators.
• Promote and act in accordance with all Group values, systems, policies, and procedures.

To be successful in the role, we are looking for:

• A proven track record in a similar Customer Care role; previous house-building knowledge is not essential.
• A positive, can-do attitude.
• Performance and results driven.
• A self-disciplined individual, 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’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.

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 (increased by 1 day for every 3 years' continuous service up to 29 days)
• Choice of Flexible Benefits
• Enhanced Family Friendly Policies