Customer Care Co-ordinator

Overview

Join to apply for the Customer Care Co-ordinator role at Barratt Redrow.

What you’ll be doing? The Customer Care team ensures home buyers receive the very best care following their home buying experience. Being in a customer-facing role, you’ll help ensure homes meet high standards by providing answers and practical help. Ideally, experience in construction or building is helpful, but a passion for quality and professionalism is essential.

Responsibilities

• Report to 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, via direct communications with internal and external customers.
• Coordinate the administration of the department to ensure it operates efficiently and effectively.
• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as a first priority.
• Adhere to Barratt Redrow standard Customer Care policies and procedures, ensuring customer issues are dealt with professionally, quickly and to complete satisfaction.
• Handle all contacts (calls, emails, online, social media) professionally and courteously, with issues recorded in the Company’s IT system.
• Coordinate with colleagues to provide continual telephone cover throughout the working day.
• Arrange inspections of remedial enquiries to identify valid warranty issues.
• Liaise between Site Management, Customer Care Technicians and external Sub-contractors to ensure remedial works are completed efficiently and in line with warranties and service level agreements.
• Communicate with the Head of Customer Care to ensure defects are dealt with by appropriate personnel and in a cost-effective manner.
• Utilise the IT system and reporting to manage resolution of defects and identify performance gaps.
• Liaise with Commercial/Buying departments to order materials for defect resolution and complete contra-charges where applicable.
• Provide administrative support for the department, including handling customer correspondence, filing, reporting, and maintaining action logs for internal meetings.
• Attend internal meetings to represent the department and advocate for customer-friendly service delivery.
• Undertake post-completion satisfaction calls to customers and manage customer complaints and legacy issues efficiently.
• Ensure subcontractors and suppliers perform according to our SLA and use 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 required.

What You’ll Need

• Experience in a professional secretarial/administration role.
• Experience in a demanding and fast-paced customer service environment.
• Excellent written and verbal communication skills.
• Intermediate to advanced MS Office skills and strong keyboard proficiency.
• Strong team player who is supportive of colleagues.
• Assertive, tenacious, able to influence others and resilient to challenging customer demands.
• Self-disciplined with excellent time management and ability to coordinate multiple priorities.
• Ability to multi-task and work efficiently and accurately under pressure.
• Professional, assertive and pleasant manner when dealing with internal and external customers.

Benefits

• 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

Company Information

• Our Benefits Are Fit To Measure
• Pension – First-class schemes with up to 10% employer contributions
• Annual Health Assessment – Fully funded
• Cycle to Work, discounts at major retailers, and other lifestyle benefits

Seniorities

• Seniority level: Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Construction