Customer Care Co-ordinator in Birmingham

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’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 either the Head of Customer Care or Customer Care Office Manager, you will support the Head of Customer Care in managing all customer-related issues through to resolution, by direct communications with our internal and external customers, coordinating the administration of the department to ensure it operates efficiently and effectively.

You will be expected to:

• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority.
• Fully adhere to the 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 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.

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

• 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 a number of 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.

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 Bonus Scheme
• Private Medical Cover – Single Cover
• 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
• Pension with the option of up to 10% employer contributions.
• Annual Health Assessment.
• Access to employee loans and savings accounts, to house purchase discounts.
• Cycle to Work scheme, reduced hotel rate, discounts at major retailers.
• Additional benefits including death in service, paid volunteer and study leave, enhanced family friendly policies.

We’re proud to create homes that are built to last and help bring to life a brighter future for modern families. Whether it is homes focused on first-time buyers, or those aimed towards customers taking the next step in their homeownership journey, we provide award-winning quality and innovative design.

We know that a diverse team is better for our customers, makes us a more attractive employer and results in a stronger, more sustainable business. Which is why we’re so committed to developing our inclusive culture.

We’re building a sustainable tomorrow, one house and one community at a time. Our commitment to our customers is rooted in every decision and day-to-day action we take.