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6 months ago
Barratt Developments PLC
Basic Salary: Competitive
Location: Peterborough
Job type: Permanent
Contact: Barratt Developments
Category: Customer Service Jobs

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/Customer Care Manager 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. Along with coordinating the administration of the department to ensure it operates efficiently and effectively.

You will be expected to:

Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority

Fully adhere to the BDW 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 iCARE 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 Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty 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 for internal meetings

Undertake post-completion satisfaction calls to customers

Update weekly reports and distribute to relevant personnel

promote and act in accordance with all Group values, systems, policies and procedures

Carry out the other appropriate ad hoc duties as and when required

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