Role overview

We have an exciting opportunity for a Customer Relations Manager to join our team within Vistry Bristol, at our Bristol office with travel to various locations. As our Customer Relations Manager, you will play a key role to provide support and management to resolve customer defects, improve our build quality and the service we provide. Working within the team, you will provide help drive and shape our customer and partners experience, demonstrating ownership of the customer journey and managing complex works and customer relations.

You will work closely with our sales, build and customer service coordinator for our developments to identify trends, opportunities and concerns that arise, and bring about change. You will be expected to manage resources both internally and with our supply chain, to address and resolve issues raised, with efficiency and reliability whilst being results focused.

You will carry out pre-handover inspections on our open market and partner plots, to ensure functionality and finesse is achieved in terms of quality of delivery. You will assist the business in maintaining high customer satisfaction scores at 8 weeks and 9 months (NHBC) and provide an exceptional customer service.

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
  • Complex customer complaint resolution.
  • Working with multiple teams within established processes and procedures
  • Accurate and consistent approach in maintaining records.
  • Delivering customer service excellence and best practice within a fast paced and challenging environment.
  • Good working knowledge of Excel, Microsoft Word, and Outlook.
  • Highly developed analytical, oral, and written communication skills.
  • Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage customer journey.
  • Proactive approach, with attention to detail and the ability to work independently and make key decisions.
  • Ability to build and maintain positive customer relationships.
  • Excellent time management, planning and prioritization skills.
  • Full Driving license with a willingness to travel

  Desirable...

  • A background in construction / housebuilding.
  • Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential
  • Awareness of contract terms, conditions, and house type specifications.
• More about the Customer Relations Manager role...
  • Conduct final inspections in our customer and partner homes prior to legal completion, to ensure quality, function, and consistency of our product. Prepare and distribute inspection reports to site teams and internal stakeholders.
  • Identify common issues and bring changes in working practices.
  • Liaise with subcontractors and suppliers to improve customer outcomes.
  • Engage with partners prior to site start up to forge positive relationships ongoing.
  • Liaise regularly with the relevant site management to monitor the progress of customer defects to support the customer journey.
  • When on site, review any issues which may impact customer journey and feedback to the relevant departments.
  • Identify trends and common issues and feed these back for continuous improvement.
  • Ownership of complex customer defects including high-risk works, leaks and move outs.
  • Attend customers home to identity issues, listen to concerns, and respond to complaints, providing ongoing support during their warranty.
  • In conjunction with the Build, Sales, and wider Customer Service team, continuously review the customer journey to promote a positive return on the 8-week and 9-month satisfaction survey.
  • Complete a review prior to customers entering their 9-month survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target.
  • Undertake NHBC inspections/resolution meetings.
  • Attend registered partners end of year defects, agree on works to be undertaken and manage any issues to conclusion.

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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