Head of Customer Care in London

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 the Construction Director, you will efficiently and effectively improve and be responsible for the delivery of Customer Care within the Division. You will implement the Group's policies and procedures in relation to Customer Care, and meet and maintain quality assurance standards. You will contribute towards the Division meeting its Customer satisfaction targets, and manage all post-occupation customer-related issues through to resolution via the Customer Care team.

• Ensure the Customer Care department is compliant with all SHE policies and procedures, putting the safety of our teams as first priority.
• Manage the Customer Care team effectively, ensuring that the 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.
• Build robust relationships and liaise regularly with the Construction, Technical, Commercial and Sales Departments to ensure Customer Care issues are minimised and handled efficiently.
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the Company objectives, particularly the full and correct use of the iCARE system and the Customer Journey Compliance Tracker.
• Ensure the Customer Care team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload.
• Chair weekly internal meetings with staff to resolve any issues, ensuring Action Logs are managed for the benefit of colleagues and the Construction Director.
• Maintain a log of customer care issues for weekly review with the Construction Director & Managing Director.
• Ensure cost control procedures are followed for all remedial works undertaken. Analyse and report on a monthly basis to the Construction Director, and liaise with the Commercial & Technical Departments to reduce future post-occupation costs.
• Ensure that all post-occupation remedial work is completed to the required standards, within BDW target timescales and in line with the requirements of the NHBC warranty, guidelines and Technical Standards.
• Ensure the company is represented at all NHBC Resolution & Claim Inspections. Ensure that all NHBC remedial works are completed within the specified timescales.
• Own all customer complaints for the Division and ensure they are acknowledged, investigated and resolved within target timescales. Analyse the cause of complaints and use this to make continuous improvements to drive down the volume of escalations and repeat complaints.
• Provide training, support and guidance to other Divisional functional teams in line with our Customer First priority of 'putting the customer at the heart of everything we do'.
• Promote and act in accordance with all Group values, systems, policies and procedures.

• Analytical – experienced at reviewing data and identifying areas for improvement.
• Previous experience managing Customer Care teams – knowledge of the housebuilding industry is desirable but not essential.
• Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure.
• Resilient in the face of negativity.
• Ability to influence others and drive behaviours.

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. 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
• Annual Medical Health Assessment
• 26 days' holiday (increase by 1 day for every 3 years' continuous service up to 29 days)
• Private medical cover including timely access to a virtual GP, for diagnosis, treatment and more — including physio and talking therapies.
• Pension with the option of up to 10% employer contributions.
• Annual Health Assessment to proactively manage your health and wellbeing.
• 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 (including our Parents and Carers leave) to a share buying scheme.

About South Midlands: We build the finest quality new homes to award‐winning standards. With our meticulous attention to detail, we put a premium on timeless craftsmanship. By combining top‐quality materials and innovative designs, every David Wilson home is crafted to be both beautiful, sustainable and functional.

That's why we've been awarded the maximum 5 Stars from the Home Builders Federation since 2009, making us the only major national housebuilder to achieve this.

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.