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£30K/yr to £60K/yr
London, England
Permanent, Variable

Site Customer Service Manager

Posted by Vistry Group PLC.

Role overview

  • ID: 2024-5602
  • Entity: Vistry
  • Region: Vistry East London
  • Department: Customer Service
  • Contract Type: Permanent - Full Time
  • Job Location: Enfield, North London
  • Date Posted: 29.04.2024

We have a great opportunity for a Site Customer Service Manager to join our team within Vistry East London, at our sites in Enfield and Barking. As our Site Customer Service Manager, you will be responsible for leading the teams to deliver a 5* process and to ensure that the Customer Journey flows smoothly.

  • 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

  • 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

  • IT Literate

  • Good people management skills

  • Excellent written and verbal communication skills – engaging with customers, suppliers, partners

  • Pro-active approach with the ability to work independently and as part of a team

  • Technical knowledge and experience, preferably from trade background or with defect experience

  • Strong relationship building and decision-making skills

  • Problem-solving skills

  • Pro-active approach with the ability to work independently and as part of a team

  • Methodical approach & tenacious attention to detail

  • Ability to organise and prioritise effectively

  • Ability to motivate and leading subcontractors and maintenance operatives

  • Knowledge of Standards (National Housebuilding Council, British Standards, Building Regulations) as well as an understanding of the design process

  • Good understanding of the legal framework associated with purchasing a property including the most recent Consumer Code

  • Keep up to date with relevant industry practices

  • Housebuillding or Regeneration schemes

  • Ability to determine what is or is not a defect

  • Customer Services within a development arena

  • Relationship building with subcontractors and suppliers

  • Sequencing of works

  • Complaint handling

Desirable...

  • CSCS Card

  • NHBC Introduction to Housebuilding Course

  • Defects Awareness

  • More about the Site Customer Service Manager role...

  • Ensure any Customer complaints are fully investigated and resolved promptly and efficiently

  • Provide information to the Head of Customer Service / Director, and any other relevant Manager regarding inspections carried out, including recurring defects and poor workmanship.

  • Carry out visit to customers' homes to review reported defects / poor workmanship / queries, determine course of action as required.

  • Instruct Subcontractors/Trades as required.

  • Ensure Customer is fully updated with actions and time scales.

  • Advise Coordinators of any instructions to be directed to specific Sub-Contractors/Operative and details of any materials required for remedial work that require ordering.

  • Monitor contractors and Customer Service Technicians whilst remedial works are being undertaken. Oversee the work carried out by the Maintenance team and ensure they attain the expectations of the company.

  • Update InFocus regularly with appointments, notes and close down jobs. Update weekly spreadsheet and return in a timely manner.

  • Keep adequate records for costing purposes.

  • Complete white box welcome packs and kitchen boxes. Ensure all keys are clearly labelled with bespoke key fobs. Complete packs for HA/SO plots.

  • Check units 24hrs before completion and ensure all gifts are on display, bows are on doors and unit is clean.

  • Visit/contact customers 24hrs after legal completion and occupation.

  • Provide feedback of any ongoing problems with design and workmanship or any potential financial risk to all relevant personnel.

  • Attend Client Meetings and Subcontractor Meetings.

  • Ensure the groups Health and Safety policy is adhered to at all times and implement Method Statements and Risk Assessments appertaining to the remedial works.

  • Assist the Coordinators in gaining resolutions to Customer queries.

  • Attend Meet the Builder meetings with Development, Sales, and Site to provide overview and information of the development and roles.

  • Undertake Home Tours as and when required on one-to-one basis with Customer prior to legal Completion.

  • Review the performance of the sub-contractors and keep Head of Customer Service fully informed of any problem areas.

  • Liaise with all relevant departments as necessary.

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-HA1

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 rewar

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