Customer Service Coordinator
2 weeks ago
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 all issues are handled professionally and to the satisfaction of all stakeholders.
- Handle all contacts, including calls, emails, and online interactions, in a professional and courteous manner.
- Work closely with the BSU communications team to ensure accurate and timely responses to resident inquiries.
- Coordinate with colleagues to provide continuous telephone and email cover throughout the working day.
- Compile and distribute milestone proactive template communications to keep residents informed of progress.
- Arrange inspections of remedial enquiries as necessary, working with the BSU Project Manager or RLO to validate issues and mitigate resident concerns.
- Communicate with the Head of Customer Care to ensure all enquiries are handled by the appropriate personnel and in a cost-effective manner.
- Utilize the IT system and associated reporting to manage defect resolution and identify areas for improvement.
- Monitor all enquiries and escalate those that may pose a risk to reputation, satisfaction, or external escalation to the HOCC.
- Liaise with other departments to ensure customer enquiries or concerns are addressed 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.
- Promote and adhere to all Group values, systems, policies, and procedures.
- 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.
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 committed to creating a culture where anyone can progress and be proud to work for us.
We adopt a hybrid way of working, allowing our colleagues to divide their time between working in the office, on our construction sites and sales offices, and working from home. We recognize the benefits of this approach and are committed to supporting our colleagues in achieving a healthy work-life balance.
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