Customer Relations Manager

Role overview

• ID: 2024-6384
• Entity: Vistry
• Region: Vistry East Yorkshire
• Department: Customer Service
• Contract Type: Permanent - Full Time
• Job Location: Leeds, West Yorkshire
• Date Posted: 18.10.2024

We have a new opportunity for a Customer Relations Manager to join our team within Vistry East Yorkshire, at our Leeds office with visits to sites across the region. As our Customer Relations Manager, you will conduct pre-handover quality inspections on open market sales plots to ensure consistent delivery and high standards and will undertake pre handover ICC (independent customer check) on our open market sales plots, to ensure quality of delivery and consistency of details and standards. You'll work closely with sales and site teams to manage customer satisfaction post-move-in, overseeing the recording and progress of customer snagging from home demonstrations through to the 14-day review. Additionally, you will support the business in maintaining high customer satisfaction scores at both the 8-week and 9-month NHBC surveys. Providing exceptional customer care to all Vistry customers will also be a core aspect of your role.

• 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 ICC (Independent customer check) of plots before legal completion, as a prospective purchaser of all open market plots.
  • 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 on keys.
  • Work with site team and confirm when appropriate to handover to care.
  • Meet with customers to discuss their snagging and provide regular updates whilst agree solutions to meet the expectations of all parties .
  • Identify trends and common issues and feed these back as continuous improvement
  • Positive communication with customers by email phone and face to face.
  • 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/site 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

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.