Customer Relations Manager

Vistry Group PLC; Leicester; On-site; GBP 35,000 - 55,000; Full time

Job summary

Ein etabliertes Unternehmen im Bereich Wohnungsbau sucht einen engagierten Customer Relations Manager, der die Verantwortung für die Kundenbeziehungen übernimmt und sicherstellt, dass alle Anliegen effizient gelöst werden. In dieser spannenden Rolle sind Sie der Hauptansprechpartner für Kunden und arbeiten eng mit verschiedenen Teams zusammen, um höchste Kundenzufriedenheit zu gewährleisten. Sie führen Inspektionen durch, überwachen den Fortschritt und helfen dabei, die Qualität der Dienstleistungen zu sichern. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit.

Benefits

Firmenwagen oder Reisekostenvergütung

Jährliche Bonuszahlungen

Bis zu 33 Tage Urlaub

Private Krankenversicherung

Verbesserte Elternzeit

Pensionsplan

Lebensversicherung

Mitarbeitervorteilsportal

Qualifications

• Erfahrung in der Lösung komplexer Kundenbeschwerden.
• Fähigkeit, in einem schnelllebigen Umfeld exzellenten Kundenservice zu bieten.

Responsibilities

• Durchführung von Inspektionen vor der rechtlichen Fertigstellung.
• Überwachung und Dokumentation von Routinefehlern nach der rechtlichen Fertigstellung.
• Entwicklung von Beziehungen zu Partnern vor dem Baustart.

Skills

Kundenbeschwerde-Management

Teamarbeit

Zeitmanagement

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Proaktive Entscheidungsfindung

Detailorientierung

Tools

Excel

Word

Outlook

Job description

Role Overview

In a Nutshell…

We have an exciting opportunity for a Customer Relations Manager to join our team within Vistry North Midlands, at our new office near Castle Donington, covering sites across the region. As our Customer Relations Manager, you will be a key contact in our customers' Vistry journey, managing resources to address and resolve issues efficiently and reliably, with a focus on results.

You will conduct pre-handover inspections on our open market sales plots to ensure quality and finesse in delivery. Supporting the sales and site teams, you will manage customer satisfaction post-move-in, record and oversee customer snagging from Courtesy Visit reviews, and help maintain high customer satisfaction scores at 8 weeks and 9 months (NHBC), providing exceptional customer service.

What’s in it for you?

• Competitive salary and annual bonus
• Company car, car allowance, or travel allowance
• Salary sacrifice car scheme
• Up to 33 days annual leave plus bank holidays, increasing with service
• 2 Volunteering days per year
• Private medical insurance (employee paid)
• Enhanced maternity, paternity, and adoption leave
• Competitive pension scheme via salary sacrifice
• Life assurance at 4x salary
• Share save and share incentive schemes
• Employee rewards portal and more benefits

What we expect from you...

• Align with our values: Integrity, Caring, and Quality
• Experience in complex customer complaint resolution
• Ability to work with multiple teams within established processes
• Accurate record-keeping
• Deliver customer service excellence in a fast-paced environment
• Proficiency in Excel, Word, and Outlook
• Strong analytical and communication skills
• Ability to build positive relationships with supply chain, partners, and stakeholders
• Proactive, detail-oriented, independent decision-making skills
• Excellent time management and prioritization
• Full driving license and willingness to travel

Desirable skills and experience

• Background in construction or housebuilding
• Knowledge of NHBC, LABC, and Premier Guarantee guidelines
• Understanding of contract terms and house types

Role responsibilities

• Conduct finesse and functionality inspections before legal completion
• Prepare and share inspection reports
• Develop relationships with partners before site start-up
• Record and monitor routine defects post-legal completion
• Coordinate with site management to resolve defects within 28 days
• Maintain weekly progress reports
• Review site issues impacting customer journey and provide feedback
• Identify trends for continuous improvement
• Ensure smooth transition from Build to Customer Service
• Inform customers about warranty support
• Review customer journey to improve satisfaction scores
• Prepare for 9-month surveys to meet performance standards
• Handle escalated complaints amicably
• Participate in NHBC inspections and resolution meetings
• Manage end-of-year defect meetings with partners

About us

We build more than homes; we’re creating Vistry. As a responsible developer and award-winning employer, we live by our ethos—doing the right thing. Our values of integrity, caring, and quality guide us in developing sustainable communities across both affordable and private housing. Recognized brands include Bovis Homes, Linden Homes, and Countryside Homes. Supported by Vistry Works and Vistry Services, we are a UK Green Building Council member, a top five UK housebuilder, and hold a five-star HBF customer satisfaction rating. We have received numerous awards, including Top Employer and Global Top Inspiring Workplaces.

Join us in making Vistry.

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