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- Tasks: Support home buyers with top-notch care and resolve their queries efficiently.
- Company: Barratt Redrow is a leading housebuilder known for quality homes and customer satisfaction.
- Benefits: Enjoy hybrid working, competitive salary, private medical cover, and 26 days holiday.
- Why this job: Join a passionate team dedicated to quality and customer service in a supportive environment.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: This role offers opportunities for growth and a diverse workplace culture.
The predicted salary is between 30000 - 42000 £ per year.
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What you\’ll be doing?
The Customer Care team make sure home buyers receive the very best care following their home buying experience.
What you\’ll be doing?
The Customer Care team make sure 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, to 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.
- To 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 (a record of minutes or actions arising from a meeting/project) 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.
What You’ll Need
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.
Benefits
Our Company and Benefits
We’ve been nationally recognised as a 5 star housebuilder since 2010 for supplying high-quality homes for all generations. That’s more than any other major housebuilder. It’s because 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. 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 Salary
- 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)
- Choice of Flexible Benefits
- Enhanced Family Friendly Policies
Our Benefits Are Fit To Measure
Today’s housebuilding professional need tomorrow’s benefits, so they’re ready for whatever the future brings. When you join Barratt, you get the kind of support you would expect from a business built for a modern working world.
Private medical cover
Private healthcare support 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.
Pension
First-class pension schemes with the option of up to 10% employer contributions.
Annual Health Assessment
All colleagues are able to access a fully funded annual health assessment, helping you to proactively manage your health and wellbeing.
Financial Benefits
As well as a competitive salary, we offer many ways to make life more affordable – from access to employee loans and savings accounts, to house purchase discounts.
Lifestyle Benefits
Cycle to Work scheme, reduced hotel rate, discounts at major retailers… These make a massive difference to the quality of your lifestyle.
So much more…
From death in service, paid volunteer and study leave, enhanced family friendly policies (including our Parents and Carers leave) to a share buying scheme, we have an incredible range of additional benefits.
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Customer Care Co-ordinator employer: Barratt Redrow
Contact Detail:
Barratt Redrow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Co-ordinator
✨Tip Number 1
Familiarise yourself with Barratt Redrow's customer care policies and procedures. Understanding their approach to customer satisfaction will help you align your responses during interviews and demonstrate your commitment to their standards.
✨Tip Number 2
Highlight any relevant experience in construction or building when networking. If you know someone in the industry, reach out to them for insights or potential referrals, as personal connections can significantly boost your chances.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled customer complaints or challenging situations in the past. This will showcase your problem-solving skills and ability to maintain professionalism under pressure, which is crucial for this role.
✨Tip Number 4
Stay updated on the latest trends in customer service and construction. Being knowledgeable about industry developments can give you an edge in discussions and show your enthusiasm for the role and the company.
We think you need these skills to ace Customer Care Co-ordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and administration. Emphasise any previous roles where you dealt with customer queries or complaints, especially in a fast-paced environment.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for quality and professionalism. Mention specific examples of how you've successfully resolved customer issues in the past and how your skills align with the role's requirements.
Highlight Communication Skills: Since excellent communication is key for this role, ensure you demonstrate your written and verbal communication skills in your application. Use clear and concise language, and consider including examples of effective communication in previous roles.
Showcase Teamwork and Resilience: Barratt Redrow values teamwork and the ability to handle challenging customer demands. Include examples in your application that illustrate your ability to work well in a team and remain resilient under pressure.
How to prepare for a job interview at Barratt Redrow
✨Show Your Customer Service Passion
Make sure to express your enthusiasm for providing excellent customer service. Share examples from your past experiences where you went above and beyond to help a customer, as this role is all about ensuring home buyers receive the best care.
✨Demonstrate Your Communication Skills
Since the role involves liaising with various teams and customers, highlight your strong communication skills. Prepare to discuss how you've effectively communicated in previous roles, especially in challenging situations.
✨Familiarise Yourself with the Company
Research Barratt Redrow and understand their values, mission, and the importance they place on customer satisfaction. This will show your genuine interest in the company and help you align your answers with their expectations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to manage customer complaints or coordinate with different departments to resolve issues, and be ready to share those experiences.