Job Description & How to Apply Below
We have an exciting opportunity for a Customer Relations Manager to join our team within Vistry Cornwall South West, at our Exeter office with travel to various locations. As our Customer Relations Manager, you will be a key point of contact in our customers' Vistry journey, managing resources to address and resolve issues raised with efficiency, reliability whilst being results focused.
You will provide pre-handover inspections on our open market sales plots, to ensure functionality and finesse is achieved in terms of quality of delivery. You will support the sales and site teams in managing customer satisfaction after new home move in, record and manage the progress of customer snagging from Courtesy Visit review. You will assist the business in maintaining high customer satisfaction scores at 8 weeks and 9 months (NHBC) and provide exceptional customer service.
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 prioritization skills
Full Driving license with a willingness to travel
Desirable…
A background in construction / house building.
Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential
Awareness of contract terms, conditions, and house type specifications.
More about the Customer Relations Manager role…
Carry out a Finesse and Functionality inspection of plots prior to legal completion, to ensure quality and consistency of our product.
Prepare and distribute inspection reports to site teams and internal stakeholders.
Engage with partners prior to site start up to forge positive relationships ongoing.
Post legal completion, record routine defects identified on the 10-day courtesy visit onto Keys.
Liaise regularly with the relevant site management to monitor the progress of customer defects to ensure that these items are closed within 28 days.
Record and update weekly progress reports for each development on Keys.
When on site, review any issues which may impact customer journey and feedback to the relevant departments.
Identify trends and common issues and feed these back for continuous improvement.
Assist with a smooth transition from Build to Customer Service once all works have been completed from the courtesy visit.
Ensure that customers are aware of the support and cover provided under the terms of their service warranty.
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…
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