Customer Care Coordinator

10 hours ago

Coalville, Leicestershire, United Kingdom Barratt Developments Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Co-ordinator to join our team at Barratt Developments. As a key member of our Customer Care department, you will play a vital role in ensuring that our residents receive exceptional service and support throughout their journey with us.

Key Responsibilities
  • Manage and resolve resident and stakeholder issues in a timely and professional manner.
  • Communicate effectively with internal teams and external residents, contractors, and managing agents to ensure seamless issue resolution.
  • Coordinate the administration of the department to ensure efficient and effective operations.
  • Ensure compliance with all relevant SHE policies and procedures, prioritizing the safety of our teams.
  • Log and track all enquiries received, including regular meetings with the contractor RLO.
  • Adhere to BDW standard Customer Care policies and procedures, ensuring issues are handled professionally, quickly, and to satisfaction.
  • Handle all contacts (calls, emails, online, social media) professionally and courteously, recording issues in the Company's iCARE IT system.
  • Work closely with the BSU communications team to ensure accurate responses from the correct personnel.
  • Coordinate telephone and email cover throughout the working day.
  • Compile and distribute milestone proactive template communications to keep residents updated on progress.
  • Arrange remedial enquiries inspections via the BSU Project Manager or RLO to agree valid issues and mitigate resident concerns.
  • Communicate with the Head of Customer Care to ensure enquiries are handled by the appropriate personnel and in a cost-effective manner.
  • Utilize the IT system and reporting to manage defect resolution and identify performance gaps.
  • Monitor enquiries and escalate risks to reputation, satisfaction, or external escalation to the HOCC.
  • Liaise with other departments to address customer enquiries and concerns professionally and efficiently.
  • Provide administrative support, including handling customer correspondence, electronic and paper filing, and producing reports.
  • Undertake post-completion satisfaction calls and surveys to customers.
  • Update weekly reports and distribute to relevant personnel.
Requirements
  • Experience in a professional secretarial/administration role.
  • Previous experience in a demanding and fast-paced customer service environment.
  • Excellent communication skills, both written and verbal.
  • Ability to learn technical detail and communicate it clearly.
  • Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills.
  • A strong team player, supportive of colleagues.
  • Assertive, tenacious, with the ability to influence others and be resilient to challenging customer demands.
  • Self-disciplined, with excellent time management skills and the ability to coordinate multiple priorities.
  • Ability to multi-task and work efficiently and accurately under pressure.
  • Professional, assertive, and pleasant manner in dealing with internal and external customers and contacts.
  • Able to manage shifting priorities.
About Us

Barratt Developments is a leading national housebuilder, recognized for our commitment to quality and customer satisfaction. We offer a range of benefits, including a competitive salary, bonus scheme, private medical scheme, and flexible benefits package.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, please apply now.

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