Customer Service Manager

Role overview

• ID: 2024-6397
• Entity: Vistry
• Region: Vistry North East Midlands
• Department: Customer Service
• Contract Type: Permanent - Full Time
• Job Location: Enderby, Leicestershire
• Date Posted: 18.10.2024

We have a fantastic opportunity for a Customer Service Manager to join our team within Vistry North East Midlands, at our office in Enderby, Leicester. As our Customer Service Manager, you will have expert understanding of NHBC guidelines, will be able to diagnose complex defects as and when they arise, seeing them through to resolution. As a direct line manager, mentoring technicians, you will drive and support their continued growth. Experienced within the housebuilding industry, with an understanding of office management and the ability to lead and achieve HBF Satisfaction scores. You will be working within a dedicated team, with regular close interaction with colleagues outside of the Customer Service Department along with maintaining good long-term relationships with our working 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.

• 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.
  • 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.