Job Description

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What you'll be doing?

To support the Head of Customer Care in managing all Resident and Stakeholder BSU related issues through to resolution, by direct communications with our internal team and external residents, contractors, consultant and managing agents, 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. Log all enquiries received both directly via all work streams and via regular 121 meetings with the contractor RLO (Resident Liaison Officer) on each project. To fully adhere to the BDW standard Customer Care policies and procedures, ensuring that all issues raised by all Stakeholders 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 CRM system. Working closely with the BSU communications team to ensure the correct responses are sent from the correct personnel at the correct seniority level. (ie MP, Media etc). Coordinate with colleagues to ensure the department provides continual telephone and email cover throughout the working day. Compile and distribute milestone proactive template communications in line with the agreed process to keep residents updated of progress. Arrange the inspection of remedial enquiries where necessary via the BSU Project Manager or RLO to agree valid issues and help mitigate resident`s concerns. Communicate with the Head of Customer Care to ensure all enquiries 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. Monitor all enquiries and escalate those that may be a risk to reputation, satisfaction or external escalation to the HOCC. 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/ surveys 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 other appropriate ad hoc duties as and when required.




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What you'll need?

To be successful in the role, we are looking for:
Experience of working in a professional secretarial/administration role. Previous experience in a demanding and fast paced customer service environment. Excellent communication skills, both written and verbal. Ability to learn some technical detail and communicate it clearly thereafter. Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills. Building Safety awareness. A strong team player, supportive of colleagues. Assertive, tenacious, with an ability to influence others and be resilient to challenging Customer demands. Self-disciplined, with excellent time management skills and the ability to coordinate a number of priorities. Ability to multi-task and work efficiently and accurately under pressure. Professional, assertive and pleasant manner in dealing with internal and external customers and contacts. Able to manage shifting priorities.






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Our Company and Benefits

We've been nationally recognised as a 5 star housebuilder since 2010 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.



Barratt adopts a hybrid way of working which assumes that where roles allow, our office-based colleagues divide their time between working in the office, on our construction sites and sales offices, and working from home, as the role dictates. We recognise the many benefits that an effective hybrid working culture brings to both the Company and our colleagues.



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, age, sexuality, disability, background or any other characteristic, can progress and be proud to work for us.


As part of working for Barratt Redrow PLC and specifically for this role we offer:
Competitive Salary Competitive Bonus Scheme Private Medical Cover - Single Cover 26 days' holiday (increase by 1 day for every 3 years' continuous service up to 29 days) Choice of Flexible Benefits * Enhanced Family Friendly Policies