Customer Service Manager

Role Overview

In a Nutshell…

We have an exciting opportunity for a Customer Service Manager to join our team within Vistry Eastern Counties, at our various Chelmsford sites. As our Customer Service Manager, you will manage the customer service operation within a designated geographic area.  Deliver the ‘Continuing our commitment to our customers’ promise as identified in the Customer Care Charter and to the standards as identified in the Customer Care Best Practice Guide.

 

We are pleased to say, this role could accommodate agile working arrangements in accordance with Vistry’s Agile Working Policy and subject to business need.

 

This is a 12-month fixed-term contract.

 

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
• 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
• Educated to GSCE / GCE standard in Maths & English, and, or,
• BTEC diploma in Building Construction or an NVQ Level 2 or similar, or
• City & Guilds in relevant trade
• Valid CSCS card
• Full UK Driving License
• Previous experience working as a Customer Care Technician or Site Manager
• Detailed understanding of NHBC customer handover requirements
• Good understanding of Microsoft Office, Excel, Outlook
• Ability to handle complaints and difficult situations
• Good planning and organisations skills
• Problem solving and decision-making skills
• A polite, tactful, and assertive attitude
• Patience and calmness under pressure
• Excellent communications skills
• Good team working skills
• A commitment to work as required to meet the needs of the business

Desirable…

• NVQ levels 3 & 4 in customer services
• Be working towards or completed an ONC / HND in Construction
• Completed other internal development programme
• demonstrate a career within the construction industry or hold relevant qualifications along with experience
• Relevant industry standard training (CDM, first aid, scaffold appreciation, lifting operations etc.)
• Experience of people management

More about the Customer Service Manager role…

• Work closely with the sub-regional Customer Service Coordinator to control and minimise overall defect numbers and average age profile.
• Where necessary, visit customers and assess works required and manage rectification.
• Ensure that all reported defects are dealt with in a cost effective, timely and professional manner to the satisfaction of the purchaser.  Monitor work through to completion.
• Take responsibility for progressing and closing all defects related to escalated complaint cases within their sub-region.
• Ensure all contra-charge opportunities are identified and followed through to achieve circa 40% contra-charge rate.
• Ensure KEYS is updated with all relevant information.
• Help the company achieve a HBF 5 Star rating on both 8-week and 9-Months surveys
• Have weekly meetings with Co-Ordinator to ensure all defects are progressed within 30 day target
• Prepare monthly plans with Customer Service Technicians and agree job priorities.
• Attend appointments punctually and at pre-arranged times.
• Liaise with purchaser on all occasions as appropriate.
• Ensure that any problems or incomplete work are reported to the Regional Customer Care Director/Manager immediately.
• Identify common complaints/defects and report to Regional Customer Service Director/Manager and Technical & Commercial Directors on a quarterly basis.
• Ensure that the company carries out its obligations to the NHBC.
• Ensure compliance to the Company’s Health and Safety Policy and procedures.
• Carry out work in a safe manner.
• Attend health and safety and other training courses as requested by the Company.

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 o