Description

• Ensure that customers are kept fully updated with clearly set actionable steps and estimated completion dates
• Represent, drive and promote the Barratt London values effectively being a Brand Ambassador
• Provide out of hours cover (weekdays / weekends / bank holidays)
• Attend NHBC Resolutions and ensure prompt resolution of any issues which the company is found to be responsible for
• Chase subcontractors for speedy and efficient resolution of any issues and manage quality of their works
• Actively gather, analyse and report to the Head of Customer Care customer feedback and any trends so as to enable lessons learnt
• Inspect and diagnose defects to provide a necessary resolution (liaise with any other departments where necessary to ensure that the most efficient and robust solutions are sought and implemented)
• Takes ownership of issues and is accountable for things when they go wrong
• Carry out any further actions to improve overall customer satisfaction in line with targets set by company
• Carry out feedback calls regularly to all customers to gage and ensure satisfaction levels
• Carry out calls following works to ensure satisfactory completion (and that results are duly recorded and reported)
• Ensure Customer Service Operatives are conducting works in a safe manner, responsible for H+S compliance in both subcontract
• Communicate all information to the Customer Care Coordinators and ensure that the system is maintained and updated
• Efficiently manage and resolve service requests submitted by customers, ensuring works are carried out to high quality standards and are right first time,within the SLA’s
• Ensure Technicians and subcontractors are well directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these
• Promote, build-up and maintain good working relationships with Housing Associations, subcontractors and any other stakeholders
• Minimise costs associated with remedial works and adhere to the sign-off and cost recording policies. Identify and implement all contra-charging opportunities
• From time to time as required by the business, provide support to Customer Experience colleagues on site

Requirements

• Good knowledge of construction and defect management procedures- able to provide a clear path to a resolution
• Driven, organised and self-motivated with good time management skills
• Exceptional communication skills both written and verbal
• Lateral / innovative thinker / problem-solver
• Customer Focused
• Proven track record in a similar role
• Thrives under pressure in a fast paced busy environment

Benefits

• Competitive Salary
• Enhanced Family Friendly Policies
• 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
• Private Medical Cover - Single Cover
• Annual Medical Health Assessment
• Company Car or Cash Allowance
• Competitive Bonus Scheme
• Choice of Flexible Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance