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Customer Care Co-ordinator
Barratt Redrow
Coordinate customer care, handling enquiries, defects and admin for home buyers
9d ago
Intermediate (4-7 years), Experienced (8-12 years), Junior (1-3 years), Expert & Leadership (13+ years)
Full Time
Cardiff, Wales, United Kingdom
Field
Company Size
25,000 Employees
Service Specialisms
Residential property development
Commercial construction
Timber frame manufacturing
Land acquisition
Customer care and after sales support
Sustainability and biodiversity partnerships
Apprenticeship and early careers programs
Multi‑brand housing offerings
Sector Specialisms
Residential
Buildings
Role
What you would be doing
it system
defect management
contra charge
warranty compliance
customer calls
reporting
- Undertake post-completion satisfaction calls to customers.
- Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day.
- Ensure subcontractors and suppliers perform in adherence with our company SLA, and utilise the Contra Charge Process where applicable.
- Promote and act in accordance with all Group values, systems, policies and procedures.
- Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable.
- Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner.
- Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels.
- Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues.
- Manage customer complaints and resolve legacy issues, where appropriate, efficiently and effectively.
- Liaise between Site Management teams, Customer Care Technicians and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty (or any other warranty provider) and in line with the company’s stated Service Level Agreements.
- Attend appropriate internal meetings to represent the department and be the voice of the customer, promoting improvements in service delivery across functions.
- Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently.
- To fully adhere to the Barratt Redrow standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction.
- Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s IT system.
- Provide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs (a record of minutes or actions arising from a meeting/project) for internal meetings.
- Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority.
- Update weekly reports and distribute to relevant personnel.
What you bring
ms office
administration
customer service
communication
assertive
time management
- Excellent communication skills, both written and verbal.
- Experience of working in a professional secretarial/administration role.
- Ability to multi-task, and work efficiently and accurately under pressure.
- Assertive, tenacious, with an ability to influence others and be resilient to challenging Customer demands.
- Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills.
- Previous experience in a demanding and fast paced customer service environment.
- Self–disciplined, with excellent time management skills and the ability to coordinate a number of priorities.
- Professional, assertive and pleasant manner in dealing with internal and external customers and contacts.
- Competitive Bonus Scheme
- Competitive Salary
- Choice of Flexible Benefits
- 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
- Private Medical Cover - Single Cover
- Enhanced Family Friendly Policies
Information not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- 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.
- We are committed to quality, safety, and innovation.
- We aim to deliver the highest standards in everything we do.
- We foster a culture of collaboration, respect, and trust.
- We encourage continuous learning and development.
- We hold ourselves accountable to our customers and communities.
- We embrace change and seek innovative solutions.
- We operate with integrity and honesty in all our dealings.
2040
Net Zero Target
Aim to achieve zero carbon emissions by 2040.
- Committed to reducing carbon emissions across all operations.
- Focus on energy efficiency and sustainable building practices in every home.
- Homes built with high standards of energy performance to reduce environmental impact.
- Pledged to reduce water consumption in operations.
- Set ambitious goals to reduce construction waste and improve recycling rates.
- Invest in renewable energy solutions for construction processes.
30%
Gender Balance in Senior Roles
A significant portion of leadership positions are held by women.
- Aim for gender balance across all levels of the business.
- Implement strategies for inclusive recruitment and development.
- Track gender diversity at each stage of the hiring process.
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