Customer Service Manager

We have a fantastic opportunity for a Customer Service Manager to join our team within Vistry Southern, at our office in Basingstoke, Hampshire. 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.,

• Manage the day to day running of the Customer Service office.
• Ensure customer letters and emails are replied to within a maximum of 5 days.
• Ensure all telephone calls wherever possible are dealt with within 24 hours of being received.
• Deal with any customer issues that have been escalated.
• Monitor operational performance figures and produce written monthly reports with recommendations for improvements or maintenance of such performance indicators.
• Ensure that all reported customer defects are dealt with in a cost effective, timely and professional manner to the satisfaction of the customer. Monitor and manage work through to completion.
• Liaise with the customer on telephone calls that have been escalated by the Customer Service Coordinators.
• Ensure that any problems or incomplete work are reported to the Head of Customer Service immediately.
• Identify trends in respect of complaints and defects and report to Head of Customer Service.
• Liaise with other departments within the region to ensure customer issues are dealt with in a timely manner.
• Ensure that all NHBC resolutions are escalated and communicated appropriately.
• Ensure all NHBC Insurance Claims are resolved in line with the NHBC's recommendations. Ensure that all costs are recovered directly from the NHBC, as Vistry Homes are a registered Remedial Works Contractor.
• Provide support/cover for the Head of Customer Service as required.
  
  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.
  
  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.


• 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…