Head of Customer Care in Northampton

The Customer Care team ensures home buyers receive the very best care following their home buying experience. 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, a 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.

Responsibilities:

• Ensure the Customer Care department is compliant with all SHE policies and procedures, prioritising the safety of our teams.
• 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 minimise and handle Customer Care issues efficiently.
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the Company objectives, particularly the iCARE system and the Customer Journey Compliance Tracker.
• Provide clear guidelines to the Customer Care team regarding their job responsibilities and support them in achieving these through communication, coaching, training, and development.
• 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 and analyse and report on a monthly basis to the Construction Director.
• Ensure all post-occupation remedial work is completed to the required standards, within BDW target timescales, and in line with NHBC warranty requirements.
• Represent the company at all NHBC Resolution & Claim Inspections and ensure all NHBC remedial works are completed within specified timescales.
• Own all customer complaints for the Division, ensuring they are acknowledged, investigated, and resolved within target timescales.
• Analyse the cause of complaints and use this to drive continuous improvements.
• Provide training, support, and guidance to other Divisional functional teams in line with our Customer First priority.
• Promote and act in accordance with all Group values, systems, policies, and procedures.

Qualifications:

• 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’ve been nationally recognised as a 5-star housebuilder since 2010 for supplying high-quality homes for all generations. 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.

As part of working for Barratt Redrow PLC, we offer:

• Competitive Bonus Scheme
• Private Medical Cover – Single Cover
• Annual Medical Health Assessment
• 26 days’ holiday (increasing by 1 day for every 3 years’ continuous service up to 29 days)

Private medical cover is available for timely access to a virtual GP, for diagnosis, treatment, and more — including physio and talking therapies. You can even add family members.

We offer first-class pension schemes with the option of up to 10% employer contributions and a fully funded annual health assessment to help you proactively manage your health and wellbeing.

We provide access to employee loans and savings accounts, house purchase discounts, a Cycle to Work scheme, reduced hotel rates, and discounts at major retailers.

We have an incredible range of additional benefits, including death in service, paid volunteer and study leave, enhanced family-friendly policies, and a share buying scheme.

We build the finest quality new homes to award-winning standards, with meticulous attention to detail and a premium on timeless craftsmanship. We’ve been awarded the maximum 5 Stars from the Home Builders Federation since 2009.

We are committed to developing our inclusive culture and building a sustainable tomorrow, one house and one community at a time.