Customer Service Manager

Vistry Group PLC; Blaby; On-site; GBP 30,000 - 45,000; Full time

Job summary

Vistry Group PLC is seeking a Customer Service Manager for their Castle Donington office. This role involves managing the customer service team to ensure high standards of customer satisfaction, overseeing performance, and resolving complaints. Candidates should have strong analytical and communication skills, with a background in the construction industry preferred. Competitive salary with benefits offered.

Benefits

Competitive salary and annual bonus

Company car or travel allowance

Annual leave of up to 39 days

Private medical insurance

Enhanced maternity and paternity leave

Pension scheme

Life assurance

Employee rewards portal

Qualifications

• Experience in complex customer complaint resolution.
• Ability to work independently and make key decisions.
• Background in construction/housebuilding is advantageous.

Responsibilities

• Provide management and support to customer service teams.
• Review and oversee job quotes and manage invoice processes.
• Ensure compliance with health & safety processes.

Skills

Analytical skills

Oral communication

Written communication

Time management

Attention to detail

Customer relationship management

Tools

Excel

Microsoft Word

Outlook

Job description

Role Overview

In a Nutshell…

We have a fantastic opportunity for a Customer Service Manager to join our team within Vistry North Midlands, at our Castle Donington 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

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…

• 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.
• 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.
• Attend escalated complaints to ensure that an amicable solution is reached where required.

Finally, let’s tell you a bit more about us…

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.

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