Customer Care Co-ordinator

4 days ago Be among the first 25 applicants

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 with us is a little 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 is your passion for quality and professionalism.

Reporting to either the Head of Customer Care or Customer Care Office Manager, you will support the Head of Customer Care in managing all customer‑related issues through to resolution, by direct communication with our internal and external customers, coordinating the administration of the department to ensure it operates efficiently and effectively.

Responsibilities

• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as the first priority.
• 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.
• Handle all contacts (calls, emails, online, social media) 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 inspections for 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, including handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs 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

• 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 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

We’ve been nationally recognised as a 5‑star housebuilder since 2010 for supplying high‑quality homes for all generations. We offer a range of benefits designed to support a modern, flexible working life:

• Competitive salary and bonus scheme.
• Private medical cover – single cover.
• 26 days holiday (increasing by one day for every three years continuous service up to 29 days).
• Choice of flexible benefits.
• Enhanced family‑friendly policies (including parents and carers leave).
• Private health cover with virtual GP, diagnosis, treatment, physio, talking therapies and optional family members.
• First‑class pension schemes with employer contributions up to 10%.
• Fully funded annual health assessment.
• Employee loans, savings accounts and house‑purchase discounts.
• Cycle to Work scheme, reduced hotel rate, retail discounts.
• Share‑buying scheme and volunteer/leaving benefits.

Seniority level

Entry level

Employment type

Full‑time

Job function

Other / Construction

Location

Warrington, Runcorn, Salford, Liverpool, Haydock, Manchester, Altrincham, Chester, Wirral – cover multiple sites across the North West.