Customer Care Co-ordinator - Fixed Term

10 Jun 2021
08 Jul 2021
Contract Type
Full Time
What you'll be doing?

The Customer Care team make sure 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. Because of the things you'll be dealing with we look, ideally, for construction or building experience. More importantly than that though, is your passion for quality and professionalism.

Reporting to either the Head of Customer Care/Customer Care Manager or Customer Care Office Manager, to support the Head of Customer Care in managing all customer-related issues through to resolution, by direct communications with our internal and external Customers. Along with coordinating the administration of the department to ensure it operates efficiently and effectively.

You will be expected to:

Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority
Fully adhere to the BDW standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction
Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company's iCARE IT system
Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day
Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues
Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with the company's stated Service Level Agreements
Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost effective manner
Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels
Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable
Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently
Provide administrative support for the Department, to include, handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs for internal meetings
Undertake post-completion satisfaction calls to customers
Update weekly reports and distribute to relevant personnel
promote and act in accordance with all Group values, systems, policies and procedures
Carry out the other appropriate ad hoc duties as and when required

What you'll need?

To be successful in the role, we are looking for:

Experience of working in a professional secretarial/administration role
Previous experience in a demanding and fast paced customer service environment
Excellent communication skills, both written and verbal
Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills
A strong team player, supportive of colleagues
Assertive and tenacious individual, with an ability to influence others and be resilient to challenging Customer demands
Self-discipline, with excellent time management skills and the ability to coordinate a number of priorities
Ability to multi-task, and work efficiently and accurately under pressure
A professional, assertive and pleasant manner in dealing with internal and external customers and contacts

Our Company and Benefits

We've been nationally recognised as a 5 star housebuilder twelve years in a row for supplying high-quality homes for all generations. That's more than any other major housebuilder. It's because 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. We have tailored opportunities for apprentices, graduates, experienced professionals and ex-Armed Forces personnel to come and help us stay one step ahead, and build the homes that Britain needs.

We are building an organisation where anyone with drive and talent can pursue the career they want. We are building a culture where anyone, regardless of gender, race, sexuality, disability, background or any other characteristic, can progress and be proud to work for us.

As part of working for Barratt Developments PLC and specifically for this role we offer:

Competitive Salary
Competitive Bonus Scheme
25 days holiday (increase by 1 day for every 3 years continuous service up to 28 days)
Choice of Flexible Benefits
Enhanced Family Friendly Policies