At a Glance
- Tasks: Lead the Customer Care team to ensure top-notch service for home buyers.
- Company: Join a leading housebuilding company focused on quality and customer satisfaction.
- Benefits: Enjoy a competitive salary, bonus scheme, private medical cover, and generous holiday.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real difference in customers' lives by ensuring their homes meet the highest standards.
- Qualifications: Experience in customer care management; construction knowledge is a plus.
The predicted salary is between 60000 - 75000 € per year.
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, ideally, for construction or building experience. More importantly than that though, is your passion for quality and professionalism.
Reporting to the Construction Director, you will efficiently and effectively improve and be responsible for the delivery of Customer Care within the Division. You will implement the Group’s policies and procedures in relation to Customer Care, and meet and maintain quality assurance standards. You will contribute towards the Division meeting its Customer satisfaction targets, and manage all post-occupation customer-related issues through to resolution via the Customer Care team.
Responsibilities:
- Ensure the Customer Care department is compliant with all SHE policies and procedures, prioritising the safety of our teams.
- Manage the Customer Care team effectively, ensuring that 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.
- Build robust relationships and liaise regularly with the Construction, Technical, Commercial and Sales Departments to ensure Customer Care issues are minimised and handled efficiently.
- Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the Company objectives, particularly the iCARE system and the Customer Journey Compliance Tracker.
- Direct the Customer Care team with clear guidelines to their job responsibilities, providing support in communication, coaching, training and development, and organising the administrative workload.
- Chair weekly internal meetings with staff to resolve any issues, ensuring Action Logs are managed for the benefit of colleagues and the Construction Director.
- Maintain a log of customer care issues for weekly review with the Construction Director & Managing Director.
- Ensure cost control procedures are followed for all remedial works undertaken.
- Analyse and report on a monthly basis to the Construction Director, liaising with the Commercial & Technical Departments to reduce future post-occupation costs.
- Ensure all post-occupation remedial work is completed to the required standards, within BDW target timescales and in line with NHBC warranty, guidelines and Technical Standards.
- Represent the company at all NHBC Resolution & Claim Inspections.
- Ensure all NHBC remedial works are completed within specified timescales.
- Own all customer complaints for the Division, ensuring they are acknowledged, investigated and resolved within target timescales.
- Analyse the cause of complaints and use this to make continuous improvements to drive down the volume of escalations and repeat complaints.
- Provide training, support and guidance to other Divisional functional teams in line with our Customer First priority of ‘putting the customer at the heart of everything we do’.
- Promote and act in accordance with all Group values, systems, policies and procedures.
What You’ll Need:
- Analytical – experienced at reviewing data and identifying areas for improvement.
- Previous experience managing Customer Care teams – knowledge of the housebuilding industry is desirable but not essential.
- Positive, can-do attitude.
- Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure.
- Resilient in the face of negativity.
- Ability to influence others and drive behaviours.
Benefits:
- Competitive Salary
- Competitive Bonus Scheme
- Private Medical Cover – Single Cover
- Company Car or Cash Allowance
- 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
Head of Customer Care in Northampton employer: Barratt Redrow
As the Head of Customer Care, you will join a company that prioritises quality and professionalism in the home buying experience. With a strong commitment to employee development, our supportive work culture fosters collaboration across departments, ensuring you have the resources and training needed to excel. Located in a dynamic environment, we offer competitive salaries, flexible benefits, and a focus on employee well-being, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Care in Northampton
✨Tip Number 1
Network like a pro! Reach out to people in the construction and customer care sectors. Attend industry events or join relevant online groups. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer care and construction. Think about your past experiences and how they relate to the role. We want you to shine, so rehearse your answers until you're confident!
✨Tip Number 3
Show your passion for quality and professionalism during interviews. Share examples of how you've gone above and beyond for customers in the past. This will help us see that you truly care about delivering top-notch service!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team and making a difference in customer care.
We think you need these skills to ace Head of Customer Care in Northampton
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your passion for quality and professionalism shine through. We want to see that you genuinely care about customer satisfaction and are excited about the role.
Tailor Your Experience:Make sure to highlight any relevant experience you have in customer care or the construction industry. We’re looking for someone who can bring their knowledge to the table, so don’t hold back on showcasing your skills!
Be Clear and Concise:Keep your application clear and to the point. We appreciate straightforward communication, so make sure your key points stand out and are easy to read. This will help us see your potential right away!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Barratt Redrow
✨Know Your Customer Care Inside Out
Before the interview, dive deep into what customer care means in the context of the housebuilding industry. Familiarise yourself with common post-occupation issues and think about how you would handle them. This will show your passion for quality and professionalism.
✨Showcase Your Leadership Skills
As a Head of Customer Care, you'll be managing a team. Prepare examples of how you've successfully led teams in the past, especially in high-pressure situations. Highlight your ability to coach and develop others, as this is crucial for the role.
✨Demonstrate Analytical Thinking
Be ready to discuss how you've used data to identify areas for improvement in previous roles. Think of specific instances where your analytical skills led to better customer satisfaction or reduced complaints. This will resonate well with their focus on continuous improvement.
✨Build Relationships with Other Departments
The role requires liaising with various departments. Prepare to talk about how you've built strong relationships in the past and how you plan to collaborate effectively with construction, technical, and sales teams to enhance customer care.
