Customer Care Liaison
1 week ago
About the Role
As a Customer Care Coordinator at Barratt Developments, you will play a vital role in ensuring the highest level of customer satisfaction. Reporting to the Head of Customer Care, you will be responsible for managing all Resident and Stakeholder BSU related issues through to resolution. This will involve direct communications with internal teams and external residents, contractors, consultants, and managing agents. You will also be tasked with coordinating the administration of the department to ensure it operates efficiently and effectively.
Key Responsibilities
• Ensure personal and team compliance with all relevant SHE policies and procedures, prioritizing the safety of our teams.
• Log all enquiries received through various work streams and regular meetings with the contractor RLO (Resident Liaison Officer).
• Adhere to BDW standard Customer Care policies and procedures, ensuring all issues raised by stakeholders are dealt with professionally, quickly, and to their satisfaction.
• Handle all contacts (calls, emails, online, Social Media) professionally and courteously, recording issues in the Company's iCARE IT system.
• Collaborate with the BSU communications team to ensure accurate responses from the correct personnel at the correct seniority level.
• Coordinate with colleagues to provide continuous telephone and email cover throughout the working day.
• Compile and distribute milestone proactive template communications to keep residents updated on progress.
• Arrange inspections of remedial enquiries as necessary, 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 issues to the Head of Customer Care.
• 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, handling customer correspondence, electronic and paper filing, producing reports, and maintaining Action Logs for internal meetings.
• Conduct post-completion satisfaction calls and surveys for customers.
• Update weekly reports and distribute them to relevant personnel.
• Promote and adhere to all Group values, systems, policies, and procedures.
• Perform other ad-hoc duties as required.
About You
We are looking for an experienced professional in a demanding and fast-paced customer service environment. You will need:
• Excellent communication skills, both written and verbal.
• Ability to learn technical details and communicate them clearly.
• Intermediate to advanced level proficiency with MS Office programs and excellent keyboard skills.
• A strong team player, supportive of colleagues.
• Assertive, tenacious, and able to influence others and be resilient in challenging situations.
• 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.
• A professional, assertive, and pleasant manner when dealing with internal and external customers and contacts.
• Ability to manage shifting priorities.
About Us
Barratt Developments has been nationally recognized as a 5-star housebuilder since 2010 for supplying high-quality homes for all generations. We combine the brightest minds, the latest technology, and a genuine commitment to putting customers first. We offer tailored opportunities for apprentices, graduates, experienced professionals, and ex-Armed Forces personnel to come and help us shape the future of building. We are building an organization where anyone with drive and talent can pursue the career they want, and a culture where anyone, regardless of gender, race, sexuality, disability, background, or any other characteristic, can progress and be proud to work for us.
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