Customer Service Manager

In a Nutshell…

We have an exciting opportunity for a Customer Service Manager to join our team within Vistry Central Home Counties, at our Takeley office. As our Customer Service Manager, you will provide day to day management and support to the Customer Service office and technician teams to provide an exceptional, consistent level of customer service to all Countryside Partnerships and open market sales customers, and assist the business in maintaining high NHBC customer satisfaction scores.

We value in-person collaboration and team culture, but we're also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

Let's cut to the chase, what's in it for you…

Competitive basic salary and annual bonus
Company car, car allowance or travel allowance
Salary sacrifice car scheme available to all employees
Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
2 Volunteering days per annum
Private medical insurance, with employee paid cover
Enhanced maternity, paternity and adoption leave
Competitive pension scheme through salary sacrifice
Life assurance at 4 x your annual salary
Share save and share incentive schemes
Employee rewards portal with many more benefits…In return, what we would like from you…

Behave in line with our company values - Integrity, Caring and Quality
Complex customer complaint resolution.
Working with multiple teams within established processes and procedures
Accurate and consistent approach in maintaining records.
Delivering customer service excellence and best practice within a fast paced and challenging environment
Good working knowledge of Excel, Microsoft Word, and Outlook.
Highly developed analytical, oral, and written communication skills
Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage customer journey.
Proactive approach, with attention to detail and the ability to work independently and make key decisions.
Ability to build and maintain positive customer relationships.
Excellent time management, planning and prioritisation skills.
Full Driving license with a willingness to travel
A background in construction / house building.
Practical knowledge of NHBC, LABC & Premier Guarantee guidelines
Awareness of contract terms, conditions, and house type specifications.

More about the Customer Service Manager role…

Day to day management of the Customer Service Coordination team and Technicians to ensure all customers receive a consistent level of service
Ensure team performance and output is monitored and managed, and ensure workload is allocated and managed appropriately
Review all open cases and jobs with each coordinator, discuss any past SLA cases and ensure coordinator is equipped to ensure the service delivery can be maintained.
Ensure Vistry's Health & Safety processes are followed to ensure safe working in customers homes
Distribute Subcontractor reports and highlight any non-performance or poor delivery issues
Highlight and report any common and repeat issues and poor performing sub-contractors, and play an active role in discussing any positive interventions to allow the Contractor or supplier to review their service to Vistry.
Liaise with and lead on discussions with other departments to assist in meeting service level agreements to customers and partners.
Oversee all Step 1 complaints /escalations and seek direction where required to close out any customers concerns. Including Social Media notifications
Review and oversee all job quotes with the Customer Service Director and manage invoice payment process through a review of all submissions with the Coordinators
Ensure the contra charge notification process is followed and confirmations are correctly executed through Keys.
Report all submissions to Commercial team
In conjunction with the Build, Sales and wider Customer Service team, continuously review the customer journey to promote a positive return on the 8-week satisfaction survey.
Complete a review prior to customers entering their 9-month survey window, to ensure that we…