The Customer Care team make sure home buyers receive the very best care following their home buying experience.
Being in a customer-facing role with us is a little bit different than most businesses. Our customers expect their homes to be of the highest standard, and you’ll make sure they are, by being on hand with answers and practical help. Because of the things you’ll be dealing with we look, ideally, for construction or building experience. More importantly than that though, is your passion for quality and professionalism.
Reporting to either the Head of Customer Care/Customer Care Manager or Customer Care Office Manager, to support the Head of Customer Care in managing all customer-related issues through to resolution, by direct communications with our internal and external Customers. Along with coordinating the administration of the department to ensure it operates efficiently and effectively.
You will be expected to:
* Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority
* Fully adhere to the BDW 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 iCARE IT system
* Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day
* Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues
* Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with the company’s stated Service Level Agreements
* 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
* Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable
* Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently
* 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 for internal meetings
* Undertake post-completion satisfaction calls to customers
* Update weekly reports and distribute to relevant personnel
* Promote and act in accordance with all Group values, systems, policies and procedures
* Carry out the other appropriate ad hoc duties as and when required
To be successful in the role, we are looking for:
* Experience of working in a professional secretarial/administration role
* Previous experience in a demanding and fast paced customer service environment
* Excellent communication skills, both written and verbal
* Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills
* A strong team player, supportive of colleagues
* Assertive and tenacious individual, with an ability to influence others and be resilient to challenging Customer demands
* Self–discipline, with excellent time management skills and the ability to coordinate a number of priorities
* Ability to multi-task, and work efficiently and accurately under pressure
* A professional, assertive and pleasant manner in dealing with internal and external customers and contacts
We’ve been nationally recognised as a 5 star housebuilder since 2010 for supplying high-quality homes for all generations. That’s more than any other major housebuilder. It’s because we combine the brightest minds, the latest technology, and a genuine commitment to putting customers first. We want the best people in the industry to help us shape the future of building. We have tailored opportunities for apprentices, graduates, experienced professionals and ex-Armed Forces personnel to come and help us stay one step ahead, and build the homes that Britain needs.
Barratt adopts a hybrid way of working which assumes that where roles allow, our office-based colleagues divide their time between working in the office, on our construction sites and sales offices, and working from home, as the role dictates. We recognise the many benefits that an effective hybrid working culture brings to both the Company and our colleagues.
As part of working for Barratt Redrow PLC and specifically for this role we offer:
* Competitive Bonus Scheme
* Private Medical Insurance - Single Cover
* Annual Health Assessment
* 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
Today’s housebuilding professional need tomorrow’s benefits, so they’re ready for whatever the future brings. When you join Barratt, you get the kind of support you would expect from a business built for a modern working world.
Private medical cover
Private healthcare support is available for timely access to a virtual GP, for diagnosis, treatment and more — including physio and talking therapies. You can even add family members.
Pension
First-class pension schemes with the option of up to 10% employer contributions.
Annual Health Assessment
All colleagues are able to access a fully funded annual health assessment, helping you to proactively manage your health and wellbeing.
As well as a competitive salary, we offer many ways to make life more affordable – from access to employee loans and savings accounts, to house purchase discounts.
Cycle to Work scheme, reduced hotel rate, discounts at major retailers… These make a massive difference to the quality of your lifestyle.
So much more…
From death in service, paid volunteer and study leave, enhanced family friendly policies (including our Parents and Carers leave) to a share buying scheme, we have an incredible range of additional benefits.
About Mercia
We’re proud to create homes that are built to last and help bring to life a brighter future for modern families. As one of the largest residential property development companies in the UK, we’re committed to building smarter homes that are kinder to the planet and suit people who are just starting out on their home-owning journey.
Where you’ll be working
Here is where you'll be based, whether that's an office or one of our sites.
Putting diversity and inclusion front and centre
We know that a diverse team is better for our customers, makes us a more attractive employer and results in a stronger, more sustainable business. Which is why we're so committed to developing our inclusive culture.
Thinking ahead to leave a better world behind
We’re building a sustainable tomorrow, one house and one community at a time. Our commitment to our customers is rooted in every decision and day-to-day action we take.
See how our colleagues are building tomorrow together.
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