Customer Care Co-ordinator in Gateshead

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. We look for construction or building experience, but more importantly, your passion for quality and professionalism.

Reporting to either the Head of Customer Care or Customer Care Office Manager, you 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.

Responsibilities

• 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.

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 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.

Benefits

• Competitive Bonus Scheme
• Private Medical Cover – Single Cover
• 26 days’ holiday (increases by 1 day for every 3 years’ continuous service up to 29 days)
• Private healthcare support available for timely access to a virtual GP, for diagnosis, treatment and more — including physio and talking therapies.
• First-class pension schemes with the option of up to 10% employer contributions.
• All colleagues can access a fully funded annual health assessment.
• Additional benefits include death in service, paid volunteer and study leave, enhanced family friendly policies, and a share buying scheme.
• Competitive salary and additional benefits.
• Cycle to Work scheme.
• Reduced hotel rate.
• Discounts at major retailers.