Customer Care Co-ordinator

Barratt Developments plc; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading UK home builder is seeking a dedicated Customer Care professional to ensure home buyers receive top-quality support post-purchase. In this role, you will handle customer queries, manage complaints, and liaise with various departments to resolve issues efficiently. Strong communication skills, relevant experience in administration, and a quality-driven mindset are essential for success. The position offers competitive bonuses, private medical cover, and comprehensive benefits.

Benefits

Competitive Bonus Scheme

Private Medical Cover

26 days’ holiday

Qualifications

• Proven track record in a secretarial or administrative role.
• Experience in a fast-paced customer service setting is essential.
• Strong written and verbal communication skills.

Responsibilities

• Ensure compliance with SHE policies and prioritize team safety.
• Handle customer issues professionally and in a timely manner.
• Liaise with various teams to resolve customer concerns.

Skills

Excellent communication skills

Intermediate to advanced MS Office proficiency

Ability to multi-task

Team player

Time management

Assertiveness

Education

Experience in professional administration role

Experience in customer service environment

Job description

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 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, coordinating the administration of the department to ensure it operates efficiently and effectively.

Responsibilities

• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority.
• 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.
• 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 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.
• 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 (a record of minutes or actions arising from a meeting/project) for internal meetings.
• Attend appropriate internal meetings to represent the department and be the voice of the customer, promoting improvements in service delivery across functions.
• Undertake post‑completion satisfaction calls to customers.
• Manage customer complaints and resolve legacy issues, where appropriate, efficiently and effectively.
• Ensure subcontractors and suppliers perform in adherence with our company SLA, and utilise the Contra Charge Process where applicable.
• Update weekly reports and distribute to relevant personnel.
• Promote and act in accordance with all Group values, systems, policies and procedures.
• Carry out other appropriate ad‑hoc duties as and when required.

Qualifications

• 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, tenacious, with an ability to influence others and be resilient to challenging Customer demands.
• Self‑disciplined, 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.
• Professional, assertive and pleasant manner in dealing with internal and external customers and contacts.

Benefits

• Competitive Bonus Scheme
• Private Medical Cover – Single Cover
• 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)

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.

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.

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.

About West Midlands

We’re proud to create homes that are built to last and help bring to life a brighter future for modern families.

Whether it is homes focused on first‑time buyers, or those aimed towards customers taking the next step in their homeownership journey, we provide award‑winning quality and innovative design.

That’s why we’ve been awarded the maximum 5 Stars from the Home Builders Federation since 2009, making us the only major national housebuilder to achieve this.

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.