Customer Care Office Manager

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 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. We look for construction or building experience, but more importantly, we seek your passion for quality and professionalism.

Reporting to the Head of Customer Care or Customer Care Manager, you will be responsible for the day-to-day running of the Customer Care office, ensuring customer satisfaction and working to meet defined KPI performance targets.

• Ensure that the Customer Care office team is compliant with all relevant SHE policies and procedures, prioritising the safety of our teams.
• Manage and supervise the Customer Care office team effectively, ensuring the department fully implements the BDW standard Customer Care policies and procedures, and that all issues raised by the customer are dealt with professionally, quickly, and to their complete satisfaction.
• Provide clear guidelines to the Customer Care Office team regarding their job responsibilities, and support them in achieving these through communication, training, and organisation of the administrative workload.
• Ensure continual telephone cover throughout the working day.
• Attend weekly internal meetings with staff to resolve any issues and produce Action Logs for any arising issues.
• Liaise and co-ordinate with the Construction, Commercial, Technical, and Sales departments to ensure Customer Care issues are handled quickly and efficiently.
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, particularly that all defects, complaints, and customer contacts are fully recorded within the iCARE IT system.
• Provide management information to the Head of Customer Care to monitor BDW standard key performance indicators.
• Be the first point of escalation for the Customer Care Coordinators & Administrators for both queries and customer concerns.
• Work closely with the Customer Care Operations Manager to ensure smooth administration and coordination of defect management from inspection through to completion.
• Efficiently manage and resolve service requests, ensuring Site teams, operatives & subcontractors meet defined SLA’s.
• Ensure that remedial works are completed in accordance with Company and NHBC guidelines.
• Monitor cost control for any works carried out, including the use of the contra-charge module where appropriate.
• Undertake annual and interim PDR’s with Customer Care Coordinators/Administrators.
• Promote and act in accordance with all Group values, systems, policies, and procedures.

• Proven track record in a similar Customer Care role; previous house-building knowledge is not essential.
• Positive, can-do attitude.
• Performance and results driven.
• Self-disciplined individual, with excellent time management skills, and flexible to achieve results.
• Good inter-personal skills and ability to deal with people from diverse backgrounds.

We’ve been nationally recognised as a 5-star housebuilder since 2010 for supplying high-quality homes for all generations. 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.

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.

As part of working for Barratt Redrow PLC, we offer:

• Competitive Salary
• Competitive Bonus Scheme
• Private Medical Cover - Single Cover
• Annual Medical Health Assessment
• 26 days’ holiday (increasing by 1 day for every 3 years’ continuous service up to 29 days)
• Choice of Flexible Benefits
• Enhanced Family Friendly Policies

Today’s housebuilding professionals 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.
• Pension: First-class pension schemes with the option of up to 10% employer contributions.
• Annual Health Assessment: All colleagues can access a fully funded annual health assessment, helping you to proactively manage your health and wellbeing.
• Financial Benefits: Access to employee loans and savings accounts, to house purchase discounts.
• Lifestyle Benefits: Cycle to Work scheme, reduced hotel rates, discounts at major retailers.
• Additional Benefits: From death in service, paid volunteer and study leave, enhanced family friendly policies to a share buying scheme.