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- Tasks: Lead the Customer Care team, ensuring top-notch service for home buyers post-purchase.
- Company: Barratt London is a leading construction company known for quality homes and customer satisfaction.
- Benefits: Enjoy a full-time role with opportunities for professional growth and a supportive work environment.
- Why this job: Join a passionate team dedicated to quality and professionalism in the construction industry.
- Qualifications: Construction or building experience is preferred; strong communication and management skills are essential.
- Other info: This role involves collaboration across teams and offers a chance to impact customer experiences.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Customer Care Operations Manager role at Barratt London . What you\’ll be doing? The Customer Care team ensures home buyers receive the highest quality care after their purchase. This role involves being customer-facing, addressing issues with homes built to high standards, and requires a passion for quality and professionalism. Ideally, candidates will have construction or building experience. Reporting to the Head of Customer Care or Customer Care Manager, you\’ll be responsible for post 20-week inspections, NHBC Claim & Resolution investigations, managing Customer Care Operatives, and supervising remedial projects. You Will Be Expected To Ensure all team members and contractors comply with SHE policies, prioritizing safety and mandatory SHE training. Conduct inspections of reported defects, communicate findings to customers, and coordinate remedial works efficiently. Manage Customer Care Operatives, ensuring adherence to policies, prompt issue resolution, and customer satisfaction. Collaborate with Construction, Technical, and Sales teams to address customer issues swiftly. Utilize administration and IT systems effectively to meet company objectives. Monitor subcontractor and supplier performance, escalating issues as needed. Ensure remedial works meet NHBC standards and guidelines. Perform inspections of operative and subcontractor work regularly and randomly. Guide and support Customer Care Operatives, including conducting PDRs. Participate in weekly meetings, document discussions, and communicate issues to senior management. Monitor costs for works, especially large projects. Provide feedback on workmanship and design to improve future products. Attend NHBC Resolutions, ensuring timely completion of necessary works. Conduct New Home Tours and handovers, particularly on closed sites. Promote company values, policies, and procedures. Additional Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Management and Manufacturing Industry: Construction #J-18808-Ljbffr
Customer Care Operations Manager employer: Barratt London
Contact Detail:
Barratt London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Operations Manager
✨Tip Number 1
Familiarise yourself with the NHBC standards and guidelines, as this role heavily involves ensuring compliance with these regulations. Understanding these standards will not only help you in interviews but also demonstrate your commitment to quality and professionalism.
✨Tip Number 2
Network with professionals in the construction and customer care sectors. Attend industry events or join relevant online forums to connect with others who may provide insights or even referrals for the role at Barratt London.
✨Tip Number 3
Prepare to discuss your experience in managing teams and resolving customer issues effectively. Think of specific examples where you've successfully led a team or improved customer satisfaction, as these will be key points of interest during your discussions.
✨Tip Number 4
Research Barratt London's company values and recent projects. Being able to speak knowledgeably about their work and how you can contribute to their mission will set you apart from other candidates and show your genuine interest in the role.
We think you need these skills to ace Customer Care Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and construction. Emphasise any previous roles where you managed teams or projects, as this will demonstrate your leadership skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for quality and professionalism in customer care. Mention specific examples of how you've addressed customer issues in the past and how you can bring that experience to Barratt London.
Showcase Relevant Skills: Highlight skills that are crucial for the role, such as problem-solving, communication, and project management. Be sure to mention your familiarity with SHE policies and any experience you have with inspections or remedial works.
Prepare for Potential Questions: Think about how you would respond to questions regarding team management, customer satisfaction, and collaboration with other departments. Prepare examples from your past experiences that showcase your ability to handle these situations effectively.
How to prepare for a job interview at Barratt London
✨Showcase Your Customer Care Passion
Make sure to express your enthusiasm for customer care during the interview. Share specific examples of how you've gone above and beyond to ensure customer satisfaction in previous roles, especially in construction or related fields.
✨Demonstrate Your Technical Knowledge
Since this role involves managing post-inspections and remedial works, be prepared to discuss your understanding of NHBC standards and construction processes. Highlight any relevant experience you have in these areas to show you're well-equipped for the job.
✨Prepare for Team Management Questions
As a Customer Care Operations Manager, you'll be leading a team. Be ready to talk about your leadership style, how you motivate your team, and how you handle conflicts or performance issues. Use examples from your past experiences to illustrate your points.
✨Familiarise Yourself with SHE Policies
Safety is a priority in this role, so make sure you understand SHE policies and how they apply to customer care operations. Be prepared to discuss how you would ensure compliance among your team and contractors, as well as any relevant safety training you've undertaken.
