Customer Care Co-ordinator

The Customer Care team ensures that home buyers receive exceptional care following their home buying experience. Being in a customer-facing role with us is unique. Our customers expect the highest standards for their homes, and you will ensure this by providing answers and practical assistance. Ideally, we look for candidates with construction or building experience, but above all, a passion for quality and professionalism is essential.

Reporting to the Head of Customer Care or Customer Care Office Manager, you will support in managing customer-related issues from start to resolution through direct communication with internal and external customers, and by coordinating departmental administration to ensure efficiency and effectiveness.

You will be expected to:

• Ensure compliance with SHE policies and procedures, prioritizing team safety.
• Adhere to Barratt Redrow's Customer Care policies, handling customer issues professionally, promptly, and satisfactorily.
• Handle all contacts (calls, emails, online, social media) courteously and record issues accurately in the IT system.
• Coordinate with colleagues to ensure continuous telephone coverage.
• Arrange inspections for remedial inquiries to confirm warranty issues.
• Liaise with Site Management, Customer Care Technicians, and external Sub-contractors to complete remedial works efficiently, following warranty guidelines and SLAs.
• Communicate defect management plans with the Head of Customer Care, ensuring cost-effective resolution.
• Utilize IT systems for defect resolution tracking and performance reporting.
• Coordinate with Commercial/Buying departments for materials and contra-charges related to defect resolution.
• Engage with other departments to address customer inquiries professionally and efficiently.
• Provide administrative support, including customer correspondence, filing, report generation, and action logs.
• Represent the department in internal meetings, advocating for customer interests and service improvements.
• Conduct post-completion customer satisfaction calls.
• Manage customer complaints and legacy issues effectively.
• Ensure subcontractors and suppliers meet SLAs, utilizing contra-charge processes when necessary.
• Update and distribute weekly reports to relevant personnel.
• Promote adherence to company values, policies, and procedures.
• Perform other duties as required.

To succeed, candidates should have:

• Experience in a professional secretarial or administrative role.
• Previous experience in a demanding customer service environment.
• Excellent written and verbal communication skills.
• Proficiency in MS Office, with strong keyboard skills.
• A supportive, team-oriented attitude.
• Assertiveness, resilience, and influencing skills to handle challenging customer demands.
• Strong time management and multi-tasking abilities under pressure.
• A professional, pleasant manner when dealing with customers and contacts.

We are recognized as a 5-star housebuilder since 2010, committed to high-quality homes and customer service. We offer tailored opportunities for various career stages and backgrounds, fostering a diverse and inclusive culture.

Our hybrid working model allows flexible working arrangements, balancing office, site, and remote work where roles permit. We promote an inclusive environment where drive and talent can flourish, regardless of gender, race, age, sexuality, disability, or background.

Benefits include:

• Competitive Bonus Scheme
• Private Medical Cover
• 26 days’ holiday, increasing with service
• Additional benefits encompass healthcare, pension schemes, health assessments, employee discounts, and more, supporting your wellbeing and lifestyle.

Our North East division focuses on building durable, sustainable homes for modern families, committed to environmental responsibility and community development. Work location can be in an office or on-site, depending on the role. We are dedicated to diversity and inclusion, believing a diverse team enhances our service, employer attractiveness, and business sustainability. We aim to build a better tomorrow through sustainable practices and community engagement. Join us in shaping the future of homebuilding.