Customer Care Co-ordinator

Overview

Coordinate customer care, handling enquiries, defects and liaising with teams to ensure resolution.

Key Responsibilities

• defect management
• it system
• reporting
• warranty inspection
• customer complaints
• sla monitoring

Tasks

-Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day. -Promote and act in accordance with all Group values, systems, policies and procedures. -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. -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. -Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues. -Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently. -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. -Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner. -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. -Update weekly reports and distribute to relevant personnel. -Manage customer complaints and resolve legacy issues, where appropriate, efficiently and effectively. -Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority. -Ensure subcontractors and suppliers perform in adherence with our company SLA, and utilise the Contra Charge Process where applicable. -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. -Attend appropriate internal meetings to represent the department and be the voice of the customer, promoting improvements in service delivery across functions. -Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable. -Undertake post-completion satisfaction calls to customers.

Requirements

• ms office
• keyboard
• customer service
• secretarial
• communication
• time management

What You Bring

-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. -Excellent communication skills, both written and verbal. -Previous experience in a demanding and fast paced customer service environment. -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.

People Also Searched For

Benefits

-Competitive Salary -Enhanced Family Friendly Policies -Private Medical Cover - Single Cover -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