Customer Service Manager

We have a fantastic opportunity for a Customer Service Manager to join our team within Vistry South London, based at our Stratford office with travel to our various sites across the region. 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 Partnerships and open market sales customers and assist the business in maintaining high NHBC customer satisfaction and Partner 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

  Desirable...

  • A background in construction / housebuilding
  • 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 Service Manager role...
  • Day to day management of the Customer Service Coordination team and Technicians to ensure all customers and partners 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. Priority of closing out any identified Long Lead’s or those that fall into the overdue categories.
  • Lead the Customer Services Co-Ordinator’s teams to ensure that driving contractor and technician appointments within SLA periods.
  • Ensure Vistry’s Health & Safety processes are followed to ensure safe working in customers homes.
  • Review and sign of Risk Assessments and Method Statements relating to works and co-ordinate with the Group SHE representative for the Region where considered to be greater that low risk matters.
  • Distribute Subcontractor reports and highlight any non-performance or poor delivery issues.
  • Review & Manage performance of sub-contractors to ensure that they are compliant with SLA periods.
  • Carry out Functionality & Finesse Inspections to all tenures and monitor the completion with build teams and signing of plots on completion all in line with Business Unit processes and that of Life of Site.
  • 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 are achieving leading customer service standards and performance measures in order to achieve our HBF target.
  • Co-ordinate and assist Customer Services team to ensure positive survey results from Partner Satisfaction Surveys.
  • Attend escalated complaints to ensure that an amicable solution is reached where required.
  • Managing the inspection process for End of Defects inspections and proactively closing these out and signing off with our Partner agreed timescales and the recovery of retentions.