In a Nutshell…
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 be Accountable for driving the ongoing development of operational requirements, process and technology required to ensure delivery of efficient and effective 5* service. You will interface with customers, client's representatives / tenants, and consultants across the business output, including new homes, affordable housing and PRS sales.
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…
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…In return, what we would like from you…
Behave in line with our company values - Integrity, Caring and Quality
Experience working in a Senior Customer Services role in the construction industry
Detailed understanding of NHBC customer handover requirements
Full understanding of the end-to-end customer journey and the role of Customer Service
Experience of people and change management
Knowledge of structural warranty provider policies, Consumer Code and company policies
Good understanding of building regulations and legal obligations
Strong Commercial and Financial understanding
Proven background in delivery of outstanding Customer Service.
Good planning and organisational skills
Good understanding of Microsoft Office, Excel, Outlook and Dynamics
Ability to handle complaints and difficult situations
Decision making/problem solving/multi-tasking
A polite, tactful and assertive attitude
Patient and calm under pressure
Excellent communication skills
Ability to create strong team working
Excellent customer and stakeholder management skills
Willing to work extra to meet deadlines as and when the business needs require it
Willing to travel to sites visiting customers, when the business requires (even during unsociable hours from time to time)Desirable…
Formal Construction qualification (HNC or Degree level)
Member of the Chartered Institute of Builders (CIOB)
NVQ Level 5 in Customer Services or ICS Customer Service Qualification or equivalent
Demonstration of a career within the construction industry or hold relevant qualifications along with experience
Relevant industry standard training (first aid, scaffold appreciation etc.)
More about the Head of Customer Service role…
Lead the Customer Service team, fostering a strong team ethos of accountability and responsibility placing the customer at the forefront whilst ensuring the department operates efficiently and cost effectively.
Ensure that processes are in place to drive customer satisfaction scores, working with all teams across the business to deliver excellent 5* service (or equivalent) and drive nine-month service improvement in line with BU targets.
Work with Sales and Construction to drive service improvements throughout a customer's journey
Liaise with the Commercial department to ensure specified products have warranties comparable with the Company's liabilities and that contractor and supplier performance meets aftercare requirements.
Ensure all departments are fully informed and provided with required information to support customer satisfaction.
Own and lead the implementation and change management of processes, procedures to ensure continuous improvement within the service. Working as the SME for all service systems and process changes required.
Respond to purchaser's / client representative complaints/queries, assessing the necessary remedial works, and ensuring the complaints are reported, managed, and responded to in line with company and required external body processes and timeframes.
Ensure consistent seamless handover throughout the customer journey.
Take ownership for ensuring all BU data is accurate, working across the functional teams as required to ensure this is in place.
Overall Responsibility for Risk and Health and Safety throughout the defects period, during any works within customers' homes.
Manage Customer Service budgets including day to day spend, major defects and repairs, latent defects, compensation awards, complete forecasting and set annual budgets.
Manage the handover from Build to Customer Service, ensuring proactive communication and updates with the progress of issues raised.
Manage sub-contractors/suppliers etc., in all customer service matters and ensure performance is driven to meet required SLA's.
Attend or ensure attendance at NHBC inspections for properties over two years old when required.
Ensure statutory requirements are met, working relevant stakeholders, such as NHBC, gas safety, fire safety, electrical safety and records are always kept up to date to ensure 100% compliance.
On affordable / contracting schemes be responsible for recovery of retentions from clients.
Ensure that all properties are inspected on completion and sub-standard properties are re-inspected and certified as complete, as determined by regional processes.
Monitor quality reports and follow up as necessary with build department.
Review data/reports and ensure progression of remedial actions.
Seek solutions to re-occurring problems and drive the improvement.Finally, let's tell you a bit more about us…
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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