Customer Care Administrator in Peacehaven

At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.

There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our Northern Home Counties Division located in Milton Keynes is looking to recruit a Customer Care Administrator to join the Division’s Customer Care team.

The Customer Care Administrator plays a vital role in delivering a comprehensive and professional administrative service to the Customer Care Department. This role supports both the Head of Customer Care and the wider team in ensuring our customers receive a consistently high standard of service, in line with Bellway’s Customer Care Charter. This role reports to the Division’s Head of Customer Care.

Principal accountabilities

• Positively contribute to the level of service delivered to our customers, in line with the Bellway Customer Care Charter and the standards expected by the NHBC and NHQC.
• Efficiently deliver all aspects of administration to support the divisional Customer Care team.
• Produce detailed reports for the Customer Care team and proactively maintain departmental logs.
• Proactively manage the Customer Care inbox, ensuring all queries are acknowledged within service level agreements (SLA’s) and escalated where required.
• Assist the Customer Care team in regularly updating company systems (e.g. Dynamics, Sales Monitor).
• Collaborate with relevant divisional departments to ensure efficient ordering of materials, accurate invoice management, and timely payments, while adhering to set budgets.
• Collate information relating to customer escalations to support effective review by the Head of Customer Care.
• Monitor job resolution, including NHBC resolution cases, alongside the Customer Care team to ensure Bellway’s service level agreements are met.
• Liaise with customers, divisional departments, and external contacts as required to provide updates and feedback on defect resolution, to assist with reducing lifecycle.
• Conduct customer courtesy calls following subcontractor and operative appointments.

Experience

• Experience of working in an administrative role.
• Experience of working in the housebuilding or related industry.
• Demonstrate a comprehensive understanding of current and forthcoming Health and safety legislation.

Qualifications and Training

• GCSE Maths and English – Grade 4/C (or equivalent).

Skills and Aptitude

• Ability to communicate effectively and build robust working relationships with internal and external customers.
• Excellent administration and organisation skills.
• Excellent attention to detail and has ability to generate professional correspondence unaided.
• A self-starter, who can demonstrate high levels of initiative and motivation, but also work collaboratively with colleagues.
• Ability to prioritise workload and meet deadlines.
• Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and Outlook) and the ability to adapt to new systems.

Committed to diversity and inclusion.

The Role and Working Conditions

• Willing to be flexible in respect to day to day duties and hours worked.
• Office based role.

Benefits

• Competitive salary.
• Competitive annual bonus.
• Contributory pension scheme.
• 25 days holiday, plus.