Subject Matter Expert – Customer Care (Fixed Term Maternity Cover)

Group Support Centre
Hours Per Week:
Vacancy Type:
Fixed Term (Barratt Payroll)
21 Apr 2021
What you'll be doing?
Supporting the business and our divisional offices, our Head Office functions cover all departments from our Executive Board through to our support functions such as Group Design and Technical, HR, Health and Safety, IT, Sales and Marketing, Commercial, Procurement, Group Finance, Corporate Affairs, as well as Legal and Company Secretariat. We also have a specialised function – Barratt Partnerships.
While the work varies from team to team, our key requirements don’t: you must be well organised, extremely helpful and resourceful, and able to use your initiative. You’ll understand that what you do is important, and impacts on your team, the department, and the wider business.
Reporting to the Group Head of Customer Care, you will provide subject matter expert advice in the final stages of development, testing, training and roll-out of Microsoft Dynamics to replace the Customer Care elements of our existing CRM system and associated Apps - ensuring the needs of the business, users and customers are all achieved. This 6 month fixed term position is an excellent personal development opportunity for those wishing to engage in the development, management and roll-out of a major company project. 
You will be expected to:
  • Provide subject matter expert advice on the Customer Care function to the project management team and external developers.
  • Consult with and provide updates to senior stakeholders on progress and challenges faced.
  • Make key decisions regarding ways of working during final development or from issues identified during testing.
  • Regularly engage with an existing Consultation Group, ensuring we have the appropriate representation across all our Divisions.
  • Support the Change & Adoption team to provide input to the development of ongoing communication materials.
  • Consult with the Business Analyst to complete scripts for user validation testing.
  • Assist with detailed and exhaustive user validation testing of the new system to ensure it meets the needs of the business, users and our customers.
  • Work alongside the training team to develop accurate, clear and concise training materials.
  • Provide support to the training team, likely to to include joining multiple training sessions to ensure a consistent message is delivered and to support the training team with business process related queries.
  • Help identify Divisional super-users and actively engage with their training on the new system.
  • Actively promote the benefits and successful adoption of this new technology

What you'll need?
To be successful in the role, we are looking for:
  • Experience and understanding of CRM systems is required.
  • Experience of policies and business processes related to the Customer Care function.
  • Familiarity with the integration between the systems and business processes of Customer Care, Sales, Construction and Commercial Teams. 
  • Ability to work on your own initiative, with the drive to take ownership of sub-projects and actions.
  • Articulate, clear and credible, and able to thrive under pressure in a fast-paced environment.
  • Confident to communicate with a wide range of people and audiences, engender rapport and trust, and quickly develop and maintain key contacts.
Our Company and Benefits
We’ve been nationally recognised as a 5 star house builder twelve years in a row for supplying high-quality homes for all generations. That’s more than any other major house builder. 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.
We are building an organisation where anyone with drive and talent can pursue the career they want. We are building a culture where anyone, regardless of gender, race, sexuality, disability, background or any other characteristic, can progress and be proud to work for us.
As part of working for Barratt Developments PLC and specifically for this role we offer:
  • Competitive Salary
  • Competitive Bonus Scheme
  • Annual Health Assessment
  • 25 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 28 days)
  • Choice of Flexible Benefits
  • Enhanced Family Friendly Policies
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