Site Customer Service Manager

Description:

In a Nutshell…

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
Relationship building with subcontractors and suppliers
Sequencing of works
Complaint handlingDesirable…

CSCS Card
NHBC Introduction to Housebuilding Course
Defects AwarenessMore 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…

At Vistry Group, we build more than homes. We develop sustainable communities across all sectors of the UK housing market through our leading housing brands Bovis Homes, Linden Homes and Countryside Homes. Delivered through Vistry Housebuilding, Countryside Partnerships and Vistry Works with the support of Vistry Services, our values of integrity, caring, and quality continue to shape all we do.

We're proud that our UK Green Building Council membership, 2021 Large Housebuilder of the Year award and status as a UK top-five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating allows us to transform land into thriving spaces. We're also 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. From memories and communities to worthwhile careers, we're making Vistry