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Customer Care Coordinator

2 months ago

Yorkshire, United Kingdom Barratt Developments Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Coordinator to join our team at Barratt Developments. As a key member of our Customer Care team, you will play a vital role in ensuring that our customers receive the highest level of service and support.

Key Responsibilities
  • Ensure personal and team compliance with all relevant Health, Safety, and Environmental (HSE) policies and procedures, prioritizing the safety of our teams.
  • Adhere to our standard Customer Care policies and procedures, resolving customer issues professionally, quickly, and to their complete satisfaction.
  • Handle all customer contacts (calls, emails, online, and other communications) professionally and courteously, recording all issues in our IT system.
  • Coordinate with colleagues to provide continuous telephone cover throughout the working day.
  • Arrange inspections of remedial enquiries where necessary to agree valid warranty issues.
  • Liaise with 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 our 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.
  • Utilize our IT system and associated reporting to manage defect resolution and identify performance gaps to the Head of Customer Care.
  • Liaise with the Commercial/Buying departments to order materials 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, including handling and responding to customer correspondence, electronic and paper filing, producing reports, and recording 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.
  • Perform other ad hoc duties as required.
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.
  • 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 the ability to influence others and be resilient to challenging customer demands.
  • Self-discipline, 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 in dealing with internal and external customers and contacts.
About Us

Barratt Developments is a leading national housebuilder, recognized 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 want the best people in the industry to help us shape the future of building.

We are building an organization 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.

We adopt a hybrid way of working, which assumes that where roles allow, our office-based colleagues divide their time between working in the office, on our construction sites and sales offices, and working from home, as the role dictates. We recognize the many benefits that an effective hybrid working culture brings to both the Company and our colleagues.

As part of working for Barratt Developments PLC, we offer:

  • Competitive Salary
  • Competitive Bonus Scheme
  • Private Medical Insurance – Single Cover
  • 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