Customer Care Co-ordinator

The Customer Care team ensures home buyers receive the best care following their home buying experience.

Being in a customer-facing role with us is unique. Our customers expect high standards for their homes, and you will ensure this by providing answers and practical help. Construction or building experience is preferred, but most important is your passion for quality and professionalism.

Reporting to the Head of Customer Care or Customer Care Office Manager, you will support managing all customer-related issues through to resolution, coordinating with internal and external customers, and ensuring departmental efficiency.

• Ensure compliance with SHE policies, prioritizing team safety.
• Adhere to Barratt Redrow customer care policies, resolving issues professionally and promptly.
• Handle all contacts courteously and record issues accurately in the IT system.
• Coordinate telephone coverage within the department.
• Arrange inspections for remedial enquiries and warranty issues.
• Liaise with Site Management, Customer Care Technicians, and subcontractors to complete remedial works efficiently and in line with warranties and SLAs.
• Communicate defect resolutions to the Head of Customer Care, managing performance levels.
• Use IT systems to manage defect resolutions and report performance issues.
• Coordinate with Commercial/Buying departments for materials and contra-charges.
• Address customer inquiries professionally across departments.
• Provide administrative support, including correspondence, filing, reports, and action logs.
• Attend meetings representing the department and advocating for customer interests.
• Conduct post-completion customer satisfaction calls.
• Manage and resolve customer complaints and legacy issues efficiently.
• Ensure subcontractors and suppliers adhere to SLAs, utilizing contra-charge processes when needed.
• Update and distribute weekly reports.
• Promote company values, policies, and procedures.
• Perform other duties as required.