Head of Customer Care

Overview

Oversee Customer Care, ensuring post‑sale home issues are resolved and customer satisfaction met.

Key Responsibilities

• nhbc inspections
• remedial works
• icare system
• complaint management
• cost control
• stakeholder liaison

Tasks

-Manage the Customer Care team effectively, to ensure that the department fully implements the BDW standard Customer Care policies and procedures and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction -Ensure the company is represented at all NHBC Resolution & Claim Inspections. Ensure that all NHBC remedial works are completed within the specified timescales -Chair weekly internal meetings with staff to resolve any issues, ensuring Action Logs are managed for the benefit of colleagues and the Construction Director -Promote and act in accordance with all Group values, systems, policies and procedures -Build robust relationships and liaise regularly with the Construction, Technical, Commercial and Sales Departments to ensure Customer Care issues are minimised and handled efficiently -Maintain a log of customer care issues for weekly review with the Construction Director & Managing Director -To own all customer complaints for the Division and ensure they are acknowledged, investigated and resolved within target timescales. Analyse the cause of complaints and use this to make continuous improvements to drive down the volume of escalations and repeat complaints -Ensure the Customer Care team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload -Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the Company objectives, in particular to ensure the full and correct use of the iCARE system and the Customer Journey Compliance Tracker -Providing training, support and guidance to other Divisional functional teams in line with our Customer First priority of ‘putting the customer at the heart of everything we do’ -Ensure that all post-occupation remedial work is completed to the required standards, within BDW target timescales and in line with the requirements of the NHBC warranty, guidelines and Technical Standards -Ensure the Customer Care department is compliant with all SHE policies and procedures, putting the safety of our teams as first priority -Ensure cost control procedures are followed for all remedial works undertaken. Analyse and report on a monthly basis to the Construction Director, and liaise with the Commercial & Technical Departments to reduce future post-occupation costs

Requirements

• influence
• multi-tasking
• analytical
• data review
• customer care
• housebuilding

What You Bring

-Ability to influence others and drive behaviours -Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure -Analytical individual who is experienced at reviewing data and identifying areas for improvement -Previous experience managing Customer Care teams – knowledge of the housebuilding industry is desirable but not essential

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Benefits

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

About Barratt Redrow

-A major UK homebuilder, known for its residential developments and large-scale projects. -Founded through the merger of two leading construction firms, creating a legacy of quality housing. -Specializes in building homes across urban and suburban landscapes, from starter homes to luxury properties. -Projects range from traditional housing developments to mixed-use urban regeneration, with a focus on sustainability. -Has contributed significantly to UK housing supply, building thousands of homes annually. -Notable work includes the development of new communities and transformation of neglected areas into thriving neighborhoods. -Operates with a commitment to quality, innovation, and integrating modern technologies into construction processes.

Sector Specialisms