Head of Customer Care - Yorkshire West Division

Hours Per Week:
Vacancy Type:
15 Dec 2021
Salary Details:
What you'll be doing?

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 Construction Director (or Managing Director by exception), to efficiently and effectively improve and be responsible for the delivery of Customer Care within the Division. To implement the Group’s policies and procedures in relation to Customer Care, and to meet and maintain quality assurance standards.  To contribute towards the Division meeting its Customer satisfaction targets, and to manage all post-occupation customer-related issues through to resolution via the Customer Care team.

You will be expected to:

  • Ensure the Customer Care department is compliant with all SHE policies and procedures, putting the safety of our teams as first priority
  • Manage the Customer Care team effectively, to ensure that the department fully implements the BDW standard Customer Care policies and procedures and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction
  • Build robust relationships and liaise regularly with the Construction, Technical, Commercial and Sales Departments to ensure Customer Care issues are minimised and handled efficiently
  • Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the Company objectives, in particular to ensure the full and correct use of the iCARE system and the Customer Journey Compliance Tracker
  • Ensure the Customer Care team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload
  • Chair weekly internal meetings with staff to resolve any issues, ensuring Action Logs are managed for the benefit of colleagues and the Construction Director
  • Maintain a log of customer care issues for weekly review with the Construction Director & Managing Director
  • Ensure cost control procedures are followed for all remedial works undertaken.  Analyse and report on a monthly basis to the Construction Director, and liaise with the Commercial & Technical Departments to reduce future post-occupation costs
  • Ensure that all post-occupation remedial work is completed to the required standards, within BDW target timescales and in line with the requirements of the NHBC warranty, guidelines and Technical Standards
  • Ensure the company is represented at all NHBC Resolution & Claim Inspections. Ensure that all NHBC remedial works are completed within the specified timescales
  • To own all customer complaints for the Division and ensure they are acknowledged, investigated and resolved within target timescales. Analyse the cause of complaints and use this to make continuous improvements to drive down the volume of escalations and repeat complaints
  • Providing training, support and guidance to other Divisional functional teams in line with our Customer First priority of ‘putting the customer at the heart of everything we do’
  • Promote and act in accordance with all Group values, systems, policies and procedures
What you'll need?

To be successful in the role, we are looking for:

  • Previous experience managing Customer Care teams – knowledge of the housebuilding industry is desirable but not essential
  • Positive, can-do attitude
  • Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure
  • Resilient in the face of negativity
  • Ability to influence others and drive behaviours
  • Analytical individual who is experienced at reviewing data and identifying areas for improvement
Our Company and Benefits

We’ve been nationally recognised as a 5 star housebuilder twelve years in a row 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.
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
  • Company Car or Car Allowance
  • Single Cover Private Medical Insurance
  • 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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