Head of Customer Care

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 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

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
• 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

We've been nationally recognised as a 5 star housebuilder since 2010 for supplying high quality homes for all generations. 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.

As part of working for Barratt Redrow PLC and specifically for this role we offer:

• Competitive Bonus Scheme
• Private Medical Cover - Single Cover
• Annual Medical Health Assessment
• 26 days' holiday (increase by 1 day for every 3 years' continuous service up to 29 days)

Private medical cover

Private healthcare support is available for timely access to a virtual GP, for diagnosis, treatment and more - including physio and talking therapies. You can even add family members.

Pension

First class pension schemes with the option of up to 10% employer contributions.

Annual Health Assessment

All colleagues are able to access a fully funded annual health assessment, helping you to proactively manage your health and wellbeing.

Cycle to Work scheme, hotel rate, retail discounts and more

We offer a range of ways to make life more affordable - from employee loans and savings accounts, to house purchase discounts, reduced hotel rate, discounts at major retailers and a Cycle to Work scheme. These make a massive difference to the quality of your lifestyle.

Additional benefits

Continued benefits include paid volunteer and study leave, enhanced family friendly policies such as Parents and Carers leave, and a share buying scheme.

About Redrow North West

Our Redrow divisions have earned a unique reputation for building award winning homes and thriving communities. With a focus on quality and sustainability, they create places our customers aspire to live in.

Where you'll be working

This role will be based either in our office or at one of our construction sites, with a hybrid working arrangement that allows you to balance on site and remote work as required.

Diversity and inclusion

We are committed to an inclusive culture where anyone, regardless of gender, race, age, sexuality, disability or background, can progress and be proud to work for us.