FINALLY, LET’S TELL YOU A BIT MORE ABOUT US…

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.

LI-KM

• Manage the day to day running of the Customer Service office, including line management responsibility for the Customer Service Coordinators and Customer Service Technicians.
• Diary management to ensure customer visits are appropriately booked in a timely manner. Ensure our CSTs have a well-planned and full work diary.
• Ensure that all reported defects are processed and are dealt with in a cost effective, timely and professional manner to a good standard of quality.
• Promote regular and relevant communication from the CS team to our customers and to our Partners.
• Monitor and manage defect works through to completion within the two-year warranty period.
• Manage budget and cost control in line with defined budget parameters, including overseeing the contra charging process with our supply chain.
• Monitor operational performance within Keys system, by using the data and reports available, provide feedback internally and to our supply chain making recommendations for improvements.
• Highlight repeat issues to the CSD and look at trends.
• Support the Coordinators in managing poor performing sub-contractors, recognizing when to escalate to the Customer Service Director.
• Oversee escalated complaints and clearly communicate with the Customer Service Director to agree a path to resolution.
• In conjunction with the wider customer service team, complete a review of customers approaching their 9-month survey, to ensure that we are well placed to receive a positive HBF survey, and agree an action plan where we identify any risk plots.
• Oversee Partner relationships, including welcome meeting and monthly progress meetings.
• Take responsibility for being the first point of escalation with our Partners.
• Manage the End of Defects inspection process with Partners including attending inspections, supported by the CRM and CSTs.
• Support the Customer Relations Managers in handling customer issues, where required.
• Ensure the department is compliant with Health & Safety requirements, maintaining accurate and up to date records.
• Ensure the whole CS team meet mandatory training requirements, including SHE training.