Field Service Manager at Barratt Redrow in London, England, United Kingdom | Kablio

Role

Description

feedback analysis

defect diagnosis

service requests

subcontractor management

safety compliance

system updates

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

Requirements

customer focus

communication

time management

problem solver

construction knowledge

pressure

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

Benefits

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

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

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.

Culture + Values

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.

Environment + Sustainability

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.

Inclusion & Diversity

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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Role

Description

feedback analysis

defect diagnosis

service requests

subcontractor management

safety compliance

system updates

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

Requirements

customer focus

communication

time management

problem solver

construction knowledge

pressure

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

Benefits

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

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

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.

Culture + Values

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.

Environment + Sustainability

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.

Inclusion & Diversity

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.

Articles

Barratt Redrow RSPB wildlife partnership

Barratt Commercial Support – first day as Barratt Redrow

Indeed – Careers at Barratt Redrow