Customer Service Manager

Countryside Partnerships PLC; East Midlands; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Manager to lead a dynamic team in the East Midlands. In this pivotal role, you will utilize your extensive knowledge of NHBC guidelines and housebuilding to manage customer service operations effectively. You will mentor technicians, ensuring they thrive while maintaining high HBF Satisfaction scores. This role offers an exciting opportunity to foster strong relationships with partners and customers alike, ensuring all communications are handled with professionalism and care. Join a forward-thinking company that values integrity and quality, and make a significant impact on the customer experience in a supportive and rewarding environment.

Benefits

Health and wellbeing benefits

Financial incentives

Lifestyle benefits

Training and support for career development

Recognition incentives

Qualifications

• Proven experience in managing customer service teams effectively.
• Strong knowledge of NHBC Technical Standards and housebuilding practices.

Responsibilities

• Oversee daily operations of the Customer Service office and manage team performance.
• Ensure timely resolution of customer defects and maintain quality standards.

Skills

Customer Service Management

Organizational Skills

Communication Skills

Problem Solving

Time Management

Team Collaboration

Resilience

Positive Attitude

Assertiveness

Education

Experience in a managerial Customer Service role

Background in construction / housebuilding

Tools

Microsoft Office

CRM systems/Microsoft Dynamics

Job description

We have a fantastic opportunity for a Customer Service Manager to join our team within Vistry North East Midlands, at our office in Enderby, Leicester. As our Customer Service Manager, you will have expert understanding of NHBC guidelines, will be able to diagnose complex defects as and when they arise, seeing them through to resolution. As a direct line manager, mentoring technicians, you will drive and support their continued growth. Experienced within the housebuilding industry, with an understanding of office management and the ability to lead and achieve HBF Satisfaction scores. You will be working within a dedicated team, with regular close interaction with colleagues outside of the Customer Service Department along with maintaining good long-term relationships with our working Partners.

You will be organised, professional and resourceful, and able to use your own initiative. Ensure all communications received into the department are answered in a timely and courteous manner and recorded accordingly. Always recognising that we should strive to do the right thing, lead by example and act as our brand ambassador.

Key Responsibilities:

• Manage the day to day running of the Customer Service office, including line management responsibility for the Customer Service Coordinators and Customer Service Technicians.
• Diary management to ensure customer visits are appropriately booked in a timely manner. Ensure our CSTs have a well-planned and full work diary.
• Ensure that all reported defects are processed and are dealt with in a cost effective, timely and professional manner to a good standard of quality.
• Promote regular and relevant communication from the CS team to our customers and to our Partners.
• Monitor and manage defect works through to completion within the two-year warranty period.
• Manage budget and cost control in line with defined budget parameters, including overseeing the contra charging process with our supply chain.
• Monitor operational performance within Keys system, by using the data and reports available, provide feedback internally and to our supply chain making recommendations for improvements.
• Highlight repeat issues to the CSD and look at trends.
• Support the Coordinators in managing poor performing sub-contractors, recognizing when to escalate to the Customer Service Director.
• Oversee escalated complaints and clearly communicate with the Customer Service Director to agree a path to resolution.
• In conjunction with the wider customer service team, complete a review of customers approaching their 9-month survey, to ensure that we are well placed to receive a positive HBF survey, and agree an action plan where we identify any risk plots.
• Oversee Partner relationships, including welcome meeting and monthly progress meetings.
• Take responsibility for being the first point of escalation with our Partners.
• Manage the End of Defects inspection process with Partners including attending inspections, supported by the CRM and CSTs.
• Support the Customer Relations Managers in handling customer issues, where required.
• Ensure the department is compliant with Health & Safety requirements, maintaining accurate and up to date records.
• Ensure the whole CS team meet mandatory training requirements, including SHE training.

Qualifications:

• Experience in a managerial Customer Service role.
• A background in construction / housebuilding.
• Good working knowledge of Microsoft Office.
• Knowledge of CRM systems/Microsoft dynamics.
• Practical knowledge of NHBC Technical Standards.
• Strong organisational skills.
• Well-developed communication and time management skills.
• A “can do” positive attitude, promoting best practice and teamwork.
• Ability to calm and reassure customers.
• Brings solutions and identifies opportunities – challenges the norm.
• Assertive and tenacious, able to influence others and resilient to deal with disgruntled customers.
• Able to seamlessly move from task to task, recognising key priorities and acting calmly and quickly as required.
• Team Player – happy to assist others and promote cross departmental collaboration.

About Us:

We’re Vistry Group, the UK’s leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they’re needed most.

Joining Vistry is just the start of building your perfect career. In return for your passion and skills, we invest in your future, providing all the support and training you need to thrive in your career and realise your potential. Our work is rewarding in itself, but we also offer a range of financial, lifestyle, health and wellbeing benefits, plus plenty of recognition incentives. We value you and everything you help us build as we make Vistry together.