Customer Relations Manager

Vistry Group; Coleshill CP; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual bonus

Company car / car allowance

Salary sacrifice car scheme

Up to 39 days annual leave

Private medical insurance

Enhanced maternity/paternity/adoption

Job summary

Vistry Group in the West Midlands region is seeking a Customer Relations Manager reporting to the Coleshill office. You will be the main contact for customers, manage resources to resolve issues efficiently, and support sales and site teams to maintain high satisfaction after move-in.

Carry out pre-handover inspections, track defect resolution within 28 days, and drive continuous improvement across the customer journey.

Qualifications

• Experience in customer relations or complaints handling within construction or housing.
• Strong organisational and record-keeping abilities.
• Ability to coordinate with multiple teams and stakeholders to resolve issues.

Responsibilities

• Carry out pre-handover inspections to ensure quality and consistent delivery.
• Record and manage progress of customer snagging and defects.
• Collaborate with Build, Sales and Customer Service teams to improve the customer journey.
• Engage with partners to foster positive relationships and drive satisfaction.

Skills

Customer service

Stakeholder management

Problem solving

Communication

Time management

Team collaboration

Travel ability

Tools

Excel

Microsoft Word

Outlook

Job description

We have a fantastic opportunity for a Customer Relations Manager to join our team within Vistry South West Midlands, covering various locations with your reporting office being Coleshill. 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 39 days annual leave plus bank holidays
• 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
• Christmas company shutdown
• 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
• A background in construction / housebuilding.
• Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential

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 survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target.
• Attend escalated complaints to ensure that an amicable solution is reached.
• Undertake NHBC inspections/resolution meetings.
• Attend registered partners end of year defects, agree on works to be undertaken and manage any issues to conclusion.

We build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach. Join us in making Vistry.