Role overview

We have a new opportunity for a Customer Service Advisor to join our team within Countryside Partnerships South East Midlands, at our Leicester office. As our Customer Service Advisor, you will be responsible for providing an exceptional customer care service to all Vistry Partnerships Clients in accordance with the guidelines specified within the associated contract conditions. To provide an exceptional customer care service to all Vistry customers, managing reported defects from handover for 24 months.  

• Let’s cut to the chase, what’s in it for you…
  • Competitive basic salary and annual bonus
  • 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
  • Excellent customer focus with construction-based customer service background preferred
  • Good working knowledge of Excel, Word and Outlook
  • Excellent communication skills
  • Confident phone manner
  • Organised and self-motivated
  • Able to work as part of a small team with established processes and procedures
  • The ability to manage difficult customers over the phone and understand and explain building related issues.
  • Accurate and consistent approach
  • Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential
  • Positive attitude towards teamwork

• Handle incoming Customer calls
• Logging and allocation of reported defects on web-based software
• Progress chase defects with staff and the supply chain
• Work within agreed SLAs, which vary from contract to contract
• Identify trends and common issues
• Confirm defects are correctly reported and filter out damage, vandalism and misuse
• Develop working relationship with key contacts at Housing Associations and Subcontractors
• Positive communication with Customers via email and telephone
• Handle complaints in a sensitive and consistent manner
• Make decisions about progressing difficult issues and identify when internal escalation is necessary
• Work within NHBC (or equivalent) guidelines and standard industry practice

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.