Overview
We have an exciting opportunity for a Head of Customer Service to join our team within Vistry South London, at our Stratford office. As our Head of Customer Service, you will deliver outstanding customer service to our customers and partners, by being responsible and accountable for the strong and effective management of the Customer Services Department to achieve and maintain a 5* star service. We value in‑person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated. Let’s cut to the chase, what’s in it for you…
Benefits
- Competitive basic salary and annual bonus
- Company car, car allowance or travel allowance
- Salary sacrifice car scheme available to all employees
- Up to 39 days annual leave plus bank holidays
- 2 Volunteering days per annum
- Private medical insurance, with employee paid cover
- Enhanced maternity, paternity and adoption leave
- Competitive pension scheme through salary sacrifice
- Life assurance at 4 x your annual salary
- Share save and share incentive schemes
- Christmas company shutdown
- Employee rewards portal with many more benefits…
Job Requirements and Responsibilities
- Behave in line with our company values – Integrity, Caring and Quality
- Extensive experience working in a Customer Services/ Care department for a housebuilder or contractor
- A minimum of proven length of service experience in addition to qualification
- Detailed understanding of NHBC standards & customer handover requirements along with Partner Delivery handover processes
- Detailed understanding of HBF Survey process and 5* Status
- Experience or people management and project leading
- Experience of managing legact construction issues
- Good understanding of Microsoft Office, Excel, Outlook
- Ability to handle complaints and manage difficult situations
- Able to write accurate, concise, and grammatically correct correspondence in response to customers and client’s complaints
- Able to write accurate, concise and grammatical correspondence to Client’s and Supply Chain Partners.
- Solid understanding of NHBC Standards, building regulations and legal obligations
- Engagement with Housing Associations and Warranty Providers.
- Manage the preparation of Client Customer Service Welcome and Introduction Packs for issue. Ditto Sub‑Contractors.
- Attendance to weekly build and sales meetings
- Manage and continually monitor sub‑contractor performance during warranty period and end of defects process.
- Manage effectively the NHBC resolution process.
- Act as a point of escalation for complex / challenging customers.
- Good understanding of Development Agreement and Employers Requirements obligations
- Prompt cost recovery through contra charging, retention recovery, etc.
- Facilitation of introductory meetings with partners in advance of practical completions.
- Regular review and implementation of ‘out of hours’ service provider schedules including cost review and level of service provision provided.
- Management of latent defects
- Manage Pre‑Handover plot familiarisation and functionality testing.
- Understanding of Build processes
- Knowledge of Build Contracts
- Excellent planning and organisational skills
- Capable of strategic vision
- Decision making/problem solving/multi‑tasking
- A polite, tactful, and assertive attitude
- Patience and calmness under pressure
- Responsible for staff performance reviews.
- Excellent communications skills
- Good team working skills
- Behave in line with our values
- Capable of working under minimum supervision
- Ensure sub‑contractors and directly employed technicians are attending defect in accordance with the requirements of the companies Code of Conduct.
- Production of weekly and monthly reports to any given timescales.
- Attend inter departmental review meetings as necessary.
- Willing to work extra to meet deadlines as and when the business needs require it
Desirable qualifications
- NVQ levels 3 & 4 in customer services
- Be working towards or completed an ONC / HND in Construction
- Experience of Keys
- Experience of COINS
Additional Responsibilities
- Ensure that all reported defects are dealt with promptly, economically and to the total satisfaction of our customers and partners.
- To communicate effectively with our customers and partners at all times
- Respond to customers and partners’ complaints/queries, assessing the necessary remedial works and organising the resources to deal with any reported issues.
- Visit customers and partners when and where necessary in response to telephone calls, emails or letters.
- Respond personally and professionally to formal complaints in line with Group Policy.
- Liaise effectively with sub‑contractors/suppliers and colleagues in all customer care matters.
- Relay information regarding customer care issues to other departments in a timely manner.
- Monitor and evaluate defects data and report to the Production, Commercial, Technical and Quality Departments as required.
- Utilise customer service software and portals to ensure that defect rectification is monitored and controlled
- Prepare reports for regional and JV board meetings regarding customer service data and performance against specified criteria
- Ensure that, in conjunction with the regional build department, houses are built to the highest standard and at all times meet with the company’s required standards and adopting a tenure blind approach. This may require site visits and on‑site meetings.
- Ensure that the Customer Services Manager carries out regular audits of work in progress and report the findings.
- Ensure that the Customer Services team work closely with the Production team to deliver a product which exceeds the expectations of our customers and partners.
- Monitor data on defects to ensure that negative trends and patterns are addressed
- Review data/reports generated by Keys and ensure satisfactory progression of remedial actions.
- Seek urgent permanent resolution to re‑occurring problems and communicate directly with Production, Technical and Commercial teams. Monitor progress against such interventions and act as appropriate to drive change
- Collect research and implement quality improvement ideas as required following trend analysis reviews.
- Ensure that the customer service department operates efficiently and cost effectively.
- Liaise with those responsible for financial matters and discuss the customer care budget on a regular basis.
- Approve invoices and instigate contra‑charges and cost recovery where applicable.
- Monitor costs regularly to ensure that budgets are not exceeded.
- Establish track record of exceeding targets, KPI’s, SLA’s with customer focus the core.
- Represent the Customer Services team at the Monthly Regional HS&E Meeting
- Proven management and / relationship management experience at senior / strategic level role
- Management of End of Defects and Legacy Construction issues. This will include evaluation of the issue, liaising with production, technical, commercial teams and legal teams and managing any issues to completion.
About the Company
We build more than homes, we’re making Vistry. Being a responsible developer and award‑winning employer means we live each day through our ethos – doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership‑led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five‑star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach. Join us in making Vistry.
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