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Role overview ID: 2024-5763 Entity: Vistry Region: Vistry Merseyside & Cheshire West Department: Customer Service Contract Type: Permanent - Full Time Job Location: Developments across the region Date Posted: 11.06.2024 We have an fantastic opportunity for a Customer Service Manager to join our team within Vistry Merseyside & Cheshire West, at our various development across the region. As our Customer Service Manager, you will lead a team responsible for providing a first-class level of customer service through assisting customers. You will be working within a dedicated team, managing the rectification of defects whilst properties are within the warranty period. Liaising with customers and suppliers to enhance the customer experience following The Vistry Customer Journey. Building and maintaining relationships with our long-term 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. We are pleased to say, this role can accommodate agile working arrangements. 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 Agile working possible (dependent on role) Up to 33 days annual leave plus bank holidays Private Healthcare Enhanced maternity, paternity and adoption leave Competitive contributory pension scheme Life assurance 4 x your annual salary 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. Passion for customer service excellence within a fast paced and challenging environment. Delivering best practice. Experience in a managerial Customer Service role. Proactive approach, with attention to detail and the ability to work independently and make key decisions. Accurate and consistent approach in maintaining records. Ability to work with multiple teams within established processes and procedures. Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage the customer journey. Complex customer complaint resolution. Well-developed communication and time management skills. Strong organisational 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. Desirable... A background in construction / housebuilding. Good working knowledge of Microsoft Office. Knowledge of CRM systems/Microsoft dynamics. Practical knowledge of NHBC Technical Standards. More about the Customer Service Manager role... 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. Finally, let's tell you a bit more 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. You're probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there's nowhere better to build your career. We're proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the appl
Job Reference: /DY/06-06/1191/12 Job Title: National Support Team Administrator Location: New Century House, The Havens, Ipswich Salary: Competitve Hours per week: Monday to Friday - 08:30 - 17:00 Business Overview Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates. Job Overview We are currently recruiting for National Support Team Administrator to join our passionate and driven team based at our client's site in New Century House, The Havens, Ipswich The Business Administrator as part of the National Support Team contract delivery team and will work with colleagues and clients to provide business and performance insight through use of data analysis, visualizations and reporting. The role will work closely with contract management, helpdesk, and leadership teams, providing data mining, analysis and performance reporting on contract delivery, supporting projects and other business or MI led initiatives. You'll also be producing and developing visually appealing dashboards and bespoke reports, as well as critiquing existing reports and identifying potential improvements through MS Excel Spreadsheets, our Smartsheet and Power BI platforms. You will be a highly motivated, self-starter who can work autonomously and deliver against tight deadlines. You'll enjoy working with data and delight in providing relevant and accurate reporting to support operational decision-making. Key Responsibilities: Operational tasks Produce daily, weekly, and monthly contract reports as required by Contract Management Team. Provide Daily Monitoring and jeopardy reports relating to the contractual KPIs. Liaise with the Operational, Commercial and Helpdesk teams on Jeopardy management opportunities identifying specific KPI's at risk. Undertake analysis of reactive call data to identify trends relating to call volumes and cost to identify opportunities for efficiencies. Produce monthly invoicing for specific clients to our finance team. Own and update Contract Teams & Smartsheet & Governance platform pages to ensure all contract information is up to date and accurate. Management of Contractual Scoring processes including co-ordinating any mitigation or information to ensure the contract performance is maximised. Maintaining client Power BI raw data to produce the relevant client reporting. Co-ordinating initiatives from internal and external sources including supporting implementation and tracking outputs. Responsibility for managing and updating the client extra works trackers. Raising quotes based on agreed rates with our client and sending them to the relevant centre for approval. Seeking updates on open tasks from the Operations Team/HD/Account Management team. Reporting on KPI's to account managers and National Support Manager. Assist with general operational recruitment tasks. Assist with the security vetting of employees. General ad-hoc administrative tasks Other Any other duties as and when required that are commensurate to the role. About You: Applicants must have the right to work in the UK Experience in a similar role advantageous. Strong IT skills including MS Office 365 skills, particularly excel. Experience in BI software such as Microsoft Power BI. Experience CAFM systems use such as Concept Evolution would be an advantage, although not essential. Strong analytical and administrative skills. Be able to interpret managers expectations into clearly defined actions. Experience in data analysis & reporting from multiple data sources and complex data sets. Proven track record of delivering performance improvement through data analysis. Diligent, numerate with excellent attention to detail. Ability to work as part of a team. Ability to prioritise and organise own work whilst working on a variety of tasks. Excellent communication and interpersonal skills. Benefits Wide range of retail discounts Discounted gym membership Join our Cycle to Work scheme Access to "CHROMA", our internal colleague-led diversity and inclusion community join a committee or take part in our events Access to internal Mental Health First Aiders Immediate access to "Opportunity" our internal Learning and Development platform Required professional membership fees paid for Win monthly Superstar Awards How to apply If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply! Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply) https://b/form/f3343c912a8643b69cfdc89dc2bbba8f