Role overview

We have a fantastic opportunity for a Customer Services Manager to join our team within Countryside Partnerships Home Counties North, at our Broxbourne Office. As our Customer Service Manager, you will be responsible for ensuring our teams are customer focused and deliver exceptional customer service. You will lead by example with the Aftersales team ensuring that they are managing and following the customer journey for 5* customer service. 

We are pleased to say, this role can accommodate agile working arrangements.

• 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 and Dental Insurance
  • 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
  • Experience in face-to-face customer interactions and complaint resolution
  • Construction experience, demonstrates understanding of new homes, defects and common issues
  • Well-developed strong communication and time management skills
  • Demonstrates outstanding customer service, both written and verbal
  • Excel skills to allow for creation and manipulation of reports
  • Confidence in emailing customers, and utilising our customer database
  • Change management
  • Training experience, specifically on the job training
  • A “can do” positive attitude
  • Brings solutions and identifies opportunities – challenges the norm
  • An organized, flexible approach to their role
  • Able to move from task to task, recognizing priorities and acting quickly as required
  • Team Player – happy to assist others both in the team and across departments
  • Full driving licence

  Desirable -

  • Background in a managerial customer services role
• More about the Customer Services Manager role…
  • Delivering the customer journey through educating, process improvement and the implementation of The Vistry Way and the associated initiatives and procedures.
  • Responsible for overseeing and delivering a 5* service in accordance with The Vistry Way, to ensure Vistry Homes achieve a 5* Housebuilder status.
  • Review our customer satisfaction measurement through data provided by NHBC National New Homes Survey.
  • Driving quality within the build team and learning and understanding within the Aftersales team
  • Liaising with build team, sales, after sales and customer care teams on any customer issues.
  • Demonstrate empathy where appropriate and clearly communicate the Vistry Homes policies and procedures on any issues raised.
  • Ensure that our customer service system is utilised fully and by using the data and reports available, provide feedback internally and with our contractors.
  • To be conversant with/have knowledge of, our Standards of Finishes, NHBC Standards and Building Regulations.
  • Diary management to ensure customer visits are booked in a timely manner.
  • Ensure compliant with all Health & Safety requirements.
  • Ability to communicate at all levels with both internal and external parties.
  • To attend internal meetings where appropriate such as Project Meetings and Sales Build meetings, to discuss customer issues and identify potential build concerns that could impact our customers.
  • Manage budget and cost control in line with defined budget parameters.
  • Monitor completion of any defects/issues reported within the two-year warranty period in line with the company guidelines.
  • Provide training/assistance to Customer Service personnel, ensuring that all appropriate soft skill, IT, Technical, Health & Safety training has been provided.
  • Set up and roll out training in support of effective delivery of new customer system.
  • Supervise works in progress to ensure that they are completed to a satisfactory standard and in accordance with the agreed programme.
  • Provide training where necessary to customer service personnel to ensure all understand the customer excellent service delivery mindset

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.