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    • Customer Care Office Manager - Liverpool City Region, England, United Kingdom - Barratt Developments plc

    Barratt Developments plc
    Barratt Developments plc Liverpool City Region, England, United Kingdom

    4 weeks ago

    Default job background
    Construction / Facilities
    Description

    The Customer Care team plays a vital role in ensuring home buyers receive exceptional support following their home purchase, enhancing our reputation as a 5-star housebuilder.

    This position involves being customer-facing, providing answers and practical assistance to guarantee customer satisfaction. Ideally, candidates will possess construction or building experience, coupled with a passion for quality and professionalism.

    Reporting to the Head of Customer Care or Customer Care Manager, you will be responsible for overseeing the daily operations of the Customer Care office, meeting Key Performance Indicator (KPI) targets, and upholding excellent service standards.

    Key Responsibilities:

    • Safety First: Ensure compliance with SHE policies, prioritizing team safety at all times.
    • Team Leadership: Manage and supervise the Customer Care team, ensuring adherence to company policies and swift resolution of customer issues.
    • Guidance and Support: Provide team members with clear guidelines, support, training, and workload organization to ensure seamless operations.
    • Continuous Coverage: Maintain continuous telephone coverage during working hours to cater to customer needs.
    • Issue Resolution: Attend weekly meetings, resolve issues, and produce Action Logs to track progress.
    • Cross-Functional Coordination: Coordinate with Construction, Commercial, Technical, and Sales departments for efficient issue resolution and enhanced customer satisfaction.
    • System Utilization: Effectively utilize administration and IT systems to ensure all customer contacts and defects are recorded in iCARE.
    • KPI Reporting: Provide management reports on KPIs to the Head of Customer Care, facilitating data-driven decision making.
    • Escalation Point: Act as the first escalation point for Customer Care queries and concerns, ensuring prompt attention and resolution.
    • Defect Management: Work with the Customer Care Operations Manager on defect management from inspection to completion, maintaining high standards of quality and service.
    • Service Delivery: Manage service requests to meet Service Level Agreements (SLAs), ensuring remedial works comply with guidelines and regulations.
    • Cost Management: Monitor costs for works, including contra-charge modules, to optimize resource allocation and minimize expenses.
    • Performance Development: Undertake annual and interim Performance Development Reviews (PDRs) with team members to foster growth and improvement.
    • Culture Promotion: Promote and adhere to company values, policies, and procedures, embodying our inclusive culture and commitment to excellence.

    To succeed in this role, candidates should possess proven experience in a Customer Care position, strong results orientation, excellent time management, and good interpersonal skills, aligning with our company's values and mission.

    We offer a hybrid working model combining office, site, and home working, tailored opportunities for various professional backgrounds, and a range of benefits, including a competitive bonus scheme, private medical cover, and annual health assessments, supporting your wellbeing and lifestyle.

    Our offices are based in Manchester, where we focus on building durable, sustainable homes for modern families, committed to diversity, inclusion, and environmental responsibility, shaping a better future for all.

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