Role overview
- ID: 2024-5993
- Entity: Vistry
- Region: Vistry South West Midlands
- Department: Customer Service
- Contract Type: Permanent - Full Time
- Job Location: Coleshill office, with site visits across the region
- Date Posted: 08.08.2024
We have a new opportunity for a Customer Relations Manager to join our team within Vistry South West Midlands, at our Coleshill office with visits to sites across the region. As our Customer Relations Manager, you will:
-
provide pre handover quality inspections on our open market sales plots, to ensure quality of delivery and consistency of details and standards.
-
support the sales teams and site teams in managing customer satisfaction after new home move in.
-
record and manage the progress of customer snagging from home demo and handover to 14-day review.
-
support the business in maintaining high customer satisfaction scores at 8 weeks and 9 months (NHBC).
-
provide an exceptional customer care service to all Vistry customers.
-
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
-
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
-
Excellent customer focus with construction / housebuilding-based customer service background preferred
-
Good working knowledge of Excel, Word and Outlook
-
Excellent communication skills
-
Confident phone manner
-
Organised and self-motivated
-
Able to work with multiple teams with established processes and procedures
-
Able to engage with our supply chain to manage customer snagging
-
The ability to manage difficult customers over the phone or face to face and understand and explain building related issues
-
Accurate and consistent approach
-
Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential
-
Positive attitude towards teamwork
-
Ability to build and maintain positive customer relationships
-
Ability to plan ahead – short and medium term
Desirable...
-
Awareness of contract terms, conditions and specifications
-
Remote supervision of Customer Service Technicians
-
More about the Customer Relations Manager role...
-
Carry out pre handover inspections of plots before legal completion, as a prospective purchaser.
-
Liaise with site teams to identify the progress of plots and the right time to inspect.
-
Prepare and issue detailed inspection reports with photos in a timely manner.
-
Record all customer snagging into an agreed format, currently Excel.
-
Work with the various site teams to progress customer snagging and record progress.
-
Issue weekly progress reports for each development.
-
Support the site teams to progress customer issues.
-
Meet with customers to discuss their snagging and provide regular updates.
-
Agree solutions to meet the expectations of all parties - problem solving.
-
Identify trends and common issues and feed these back as continuous improvement.
-
Positive communication with customers by email and phone.
-
Liaise with the Customer Service team to hand over customers and plots.
-
Engage with customers regularly to ensure a high level of customer satisfaction.
-
Monitor with the sales team the progress of formal customer satisfaction surveys – 8 weeks and 9 months.
-
Maintaining our 5-star build status at 8 weeks.
-
Enhancing our 9 months status from 4 star to 5 star, working with other departments.
-
Liaison with other departments, such as technical and commercial.
-
Involvement in the handover of common spaces to management companies.
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 application process. Join us in making Vistry.
#LI-KM1
Benefits
Agile Working
Offers a flexible way of working.
Annual Leave
Enjoy 28 days' holiday plus all UK Bank Holidays. There are options to carry leave forwards and buy up to 5 days.
Pension with Legal & General
Eligible employees are auto-enrolled. You contribute 4%, we contribute 6%. Salary Sacrifice and options to increase contributions available.
Volunteer Days
With 2 paid volunteer days a year, you can give back to communities and charities.
Why Vistry
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.