Head of Customer Care - Building Safety Unit

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 from 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, is your passion for quality and professionalism.

Reporting to the Managing Director, as Head of Customer Care you will be the Customer Champion for your Division and be responsible for the effective delivery of a consistent and positive customer journey, with particular focus on post‑occupational service. You will ensure that your Division listens to what our customers say and ensure that our responses are effective, appropriate and personal.

• Ensure the Customer Care Department is compliant with all SHE policies and procedures, putting the safety of our teams as first priority.
• Represent the voice of customer within the Division and to always be a brand ambassador.
• Limiting reputational damage and promoting Barratt Redrow as a responsible and responsive developer.
• Lead, appraise, develop and performance manage the Customer Care team to ensure they are fully motivated to achieve their best performance to meet the company’s needs and KPIs.
• Ensure that poor performance is not accepted and is remedied via support, training or performance management as appropriate.
• Ensure the Customer Care team fully implements and adheres to mandatory Barratt Redrow Customer Care policies and procedures and that all issues raised by our customers are handled professionally, quickly and with courtesy.
• Develop robust relationships with other Department Heads, and liaise regularly with the Construction, Technical, Commercial and Sales Departments to ensure Customer Care issues are minimised, but handled efficiently when they do arise.
• Ensure that all post‑occupation remedial work is completed to a very high standard, within Barratt Redrow target timescales and in line with the requirements of the warranty provider’s guidelines and Technical Standards.
• To include the delivery of an effective out of hours emergency service through the Group’s national provider.
• Ensure the company is represented at all NHBC (or alternative warranty provider’s) Resolution & Claim Inspections.
• Ensure that all associated remedial work is completed within the specified timescales.
• Own the formal complaints process and of all customer complaints in the Division.
• Ensuring all complaints are acknowledged, investigated and resolved within target timescales.
• Minimise referrals to the New Homes Ombudsman Service through the effective management and closure of complaints through our formal process.
• Where complaints do progress to the Ombudsman, ensure all steps are taken to minimise adjudications and comply with the requirements of the Ombudsman at all times.
• Regularly analyse the root cause of complaints and make continuous improvements to drive down the volume of escalations and repeat complaints.
• Fully responsible for cost management within the department, ensuring cost control procedures and the Delegation of Authority are always adhered to for all remedial works undertaken.
• Represent Customer Care at all Non‑productive Cost & Valuation Meetings and ensure our contra‑charge process recovers all costs where appropriate.
• Close liaison with the Commercial Director and Construction Director to manage the post‑occupational support from our subcontractor network and quickly deal with any areas of under‑performance.
• Regularly conduct root cause analysis of recurring and exceptional issues to reduce future post‑occupation costs.
• Ensure that all administration and IT systems are correctly utilised and managed effectively to achieve the Company objectives, in particular the use of the CRM system and the Customer Journey Compliance Tracker.
• Chair weekly internal meetings with colleagues to resolve any issues, ensuring Action Logs are maintained and managed for the benefit of all colleagues.
• Ensure the delivery of training, support and guidance to other Divisional functional teams in line with our Customer First priority of ‘we do it for our customers’.
• Responsible for recruitment within the department that delivers a team mix and calibre required to deliver for our customers and that is conducted in accordance with company policy and procedures.
• Always promote and act in accordance with all Group values, systems, policies and procedures.

• Experience of managing and leading a successful team (previous experience within the housebuilding industry is desirable but not essential).
• Able to communicate clearly and effectively across multiple stakeholders, with the ability to influence and drive behaviours at all levels.
• Resilient in the face of challenging situations.
• Ability to both produce and effectively analyse and utilise reporting data.
• Ability and awareness to manage customer contact across all media channels.
• A positive and flexible approach to dealing with issues and challenges.
• Able to delegate work appropriately.
• Manages time effectively to ensure that deadlines are met.
• Comfortable and literate in the use of IT systems.

• Competitive Salary
• Competitive Bonus Scheme
• Private Medical Cover – Single Cover
• Company Car or Cash Allowance
• Annual Medical Health Assessment
• 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
• 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.
• First‑class pension schemes with the option of up to 10% employer contributions.
• All colleagues are able to access a fully funded annual health assessment, helping you to proactively manage your health and wellbeing.
• 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.
• Cycle to Work scheme, reduced hotel rate, discounts at major retailers… These make a massive difference to the quality of your lifestyle.
• 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.
• Hybrid working: roles may involve office, construction sites, sales offices, and working from home, as the role dictates.