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 the Managing Director, as Head of Customer Care you will  be the Customer Champion for your Division and be responsible for the effective delivery of a consistent and positive customer journey, with particular focus on post-occupational service. You will ensure that your Division listens to what our customers say and ensure that our responses are effective. appropriate and personal.

•  Ensure the Customer Care Department is compliant with all SHE policies and procedures, putting the safety of our teams as first priority.
•  Represent the voice of customer within the Division and to always be a brand ambassador. Limiting reputational damage and promoting Barratt Redrow as a responsible and responsive developer.
• Lead, appraise, develop and performance manage the Customer Care team to ensure they are fully motivated to achieve their best performance to meet the company’s needs and KPIs. Ensure that poor performance is not accepted and is remedied via support, training or performance management as appropriate.
• Ensure the Customer Care team fully implements and adheres to mandatory Barratt Redrow Customer Care policies and procedures and that all issues raised by our customers are handled professionally, quickly and with courtesy.
• Develop robust relationships with other Department Heads, and liaise regularly with the Construction, Technical, Commercial and Sales Departments to ensure Customer Care issues are minimised, but handled efficiently when they do arise.
• Ensure that all post-occupation remedial work is completed to a very high standard, within Barratt Redrow target timescales and in line with the requirements of the warranty provider’s guidelines and Technical Standards. To include the delivery of an effective out of hours emergency service through the Group’s national provider.
• Ensure the company is represented at all NHBC (or alternative warranty provider’s) Resolution & Claim Inspections. Ensure that all associated remedial work is completed within the specified timescales.
• Own the formal complaints process and of all customer complaints in the Division. Ensuring all complaints are acknowledged, investigated and resolved within target timescales.
• Minimise referrals to the New Homes Ombudsman Service through the effective management and closure of complaints through our formal process. Where complaints do progress to the Ombudsman, ensure all steps are taken to minimise adjudications and comply with the requirements of the Ombudsman at all times.
• Regularly analyse the root cause of complaints and make continuous improvements to drive down the volume of escalations and repeat complaints.
• Fully responsible for cost management within the department, ensuring cost control procedures and the Delegation of Authority are always adhered to for all remedial works undertaken. Represent Customer Care at all Non-productive Cost & Valuation Meetings and ensure our contra-charge process recovers all costs where appropriate.
• Close liaison with the Commercial Director and Construction Director to manage the post-occupational support from our subcontractor network and quickly deal with any areas of under-performance.
• Regularly conduct root cause analysis of recurring and exceptional issues to reduce future post-occupation costs.
• Ensure that all administration and IT systems are correctly utilised and managed effectively to achieve the Company objectives, in particular the use of the CRM system and the Customer Journey Compliance Tracker.
• Chair weekly internal meetings with colleagues to resolve any issues, ensuring Action Logs are maintained and managed for the benefit of all colleagues.
• Ensure the delivery of training, support and guidance to other Divisional functional teams in line with our Customer First priority of ‘we do it for our customers’.
• Responsible for recruitment within the department that delivers a team mix and calibre required to deliver for our customers and that is conducted in accordance with company policy and procedures.
• Always promote and act in accordance with all Group values, systems, policies and procedures.