Customer Care Coordinator
2 weeks ago
We are seeking a highly skilled Customer Care Coordinator 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.
Key Responsibilities
Ensure personal and team compliance with all relevant SHE policies and procedures, prioritizing the safety of our teams.
Log all enquiries received, both directly and through regular meetings with the contractor RLO, and ensure that all issues are dealt with professionally and efficiently.
Adhere to BDW standard Customer Care policies and procedures, ensuring that all stakeholders are satisfied with the service they receive.
Handle all contacts, including calls, emails, and online interactions, in a professional and courteous manner, with all issues recorded in the Company's iCARE IT system.
Work closely with the BSU communications team to ensure that responses are sent from the correct personnel at the correct seniority level.
Coordinate with colleagues to provide continual 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, where necessary, to agree valid issues and mitigate resident concerns.
Communicate with the Head of Customer Care to ensure that all enquiries are dealt with by the appropriate personnel and in a cost-effective manner.
Utilize the IT system and associated reporting to manage resolution of defects and identify areas for improvement.
Monitor all enquiries and escalate those that may be a risk to reputation, satisfaction, or external escalation to the HOCC.
Liaise with other Departments to ensure that 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, and producing reports.
Undertake post-completion satisfaction calls/surveys 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 of working 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 some 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 an 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.
Ability to manage shifting priorities.
About Us
We've 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 want the best people in the industry to help us shape the future of building. We have tailored opportunities for apprentices, graduates, experienced professionals, and ex-Armed Forces personnel to come and help us stay one step ahead, and build the homes that Britain needs.
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. Barratt adopts 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 and specifically for this role, we offer:
Competitive Salary
Competitive Bonus Scheme
Private Medical Scheme – Single Cover
26 days' holiday (increased 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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