Customer Care Coordinator

4 weeks 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 home buyers receive the highest level of care and support throughout their home buying experience.

Key Responsibilities
  • Ensure personal and team compliance with all relevant SHE policies and procedures, prioritizing the safety of our teams.
  • Adhere to BDW standard Customer Care policies and procedures, resolving customer issues professionally, quickly, and to their satisfaction.
  • Handle all customer contacts (calls, emails, online, and social media) professionally and courteously, recording issues in the Company's iCARE IT system.
  • Coordinate with colleagues to provide continuous telephone cover throughout the working day.
  • Arrange remedial enquiries and inspections to validate warranty issues.
  • Liaise with Site Management teams, Customer Care Operatives, and external Sub-contractors to ensure efficient completion of remedial works.
  • Communicate with the Head of Customer Care to ensure defects are addressed by the appropriate personnel and in a cost-effective manner.
  • Utilize the IT system and reporting to manage defect resolution and identify performance gaps.
  • Liaise with Commercial/Buying departments to order materials for defect resolution and complete contra-charges.
  • Liaise with other Departments to address customer enquiries and concerns professionally and efficiently.
  • Provide administrative support, including handling customer correspondence, electronic and paper filing, producing reports, and maintaining Action Logs.
  • 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.
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, 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 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 offer tailored opportunities for apprentices, graduates, experienced professionals, and ex-Armed Forces personnel 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, dividing our office-based colleagues' 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 and specifically for this role, 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

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