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- Tasks: Manage customer relations and ensure top-notch service in a dynamic environment.
- Company: Join Vistry, a leading UK housebuilder known for integrity and quality.
- Benefits: Enjoy competitive salary, annual bonus, and up to 39 days off with service.
- Why this job: Make a real difference in customer satisfaction and build lasting relationships.
- Qualifications: Strong communication skills and a proactive approach to problem-solving.
- Other info: Flexible working options and excellent career growth opportunities await you.
The predicted salary is between 36000 - 60000 £ per year.
We have a fantastic opportunity for a Customer Relations Manager to join our team within Vistry West Yorkshire, at our Wakefield office. As our Customer Relations Manager, you will be a key point of contact in our open market sales & Partner customers Vistry journey. You will manage resources to address and resolve issues raised with efficiency and reliability whilst being results focused. You will provide pre-handover inspections on our open market sales and a percentage of our Partner plots, to ensure functionality and finesse is achieved in terms of quality of delivery. You will support the sales and site teams in managing customer satisfaction after new home move in, record and manage the progress of customer snagging from Courtesy Visit review and Practical Completion Handover. You will assist the business in maintaining high customer satisfaction scores at 8 weeks and 9 months (NHBC) and provide exceptional customer service. We value in-person collaboration and team culture, but we are 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.
Responsibilities
- Carry out a Finesse and Functionality inspection of our open market sales plots prior to legal completion, to ensure quality and consistency of our product in accordance with the Customer Journey.
- Carry out a Finesse and Functionality inspection on a percentage of our Partner plots prior to handover to ensure quality and consistency of our product in accordance with the Partner Journey.
- Prepare and distribute inspection reports to site teams and internal stakeholders, save onto the Plot file and update the Finesse and Functionality tracker.
- Engage with partners prior to site start up to forge positive relationships ongoing.
- Attend Monthly Partner Project Meetings as part of engaging with Partners and provide update on customer related matters.
- Liaise regularly with the relevant site management to monitor the progress of customer and Partner defects to ensure that these items are closed within 28 days.
- 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.
- Assist with a smooth transition from Build to Customer Service once all work has been completed from the courtesy visit.
- Ensure that customers are aware of the support and cover provided under the terms of their service 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 satisfaction survey and Partner 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.
- Attend escalated complaints to ensure that an amicable solution is reached.
- Undertake NHBC inspections/resolution meetings.
- Attend registered partners end of year defects, agree on works to be undertaken and manage any issues to conclusion.
- Attend Life of Site Meetings when required.
About us
We build more than homes, we are 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 will 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 are 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.
Benefits
- 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 prioritisation 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.
Competitive basic salary and annual bonus, company car, car allowance or travel allowance, salary sacrifice car scheme available to all employees, up to 33 days annual leave plus bank holidays increasing to up to 39 days with service, 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, employee rewards portal with many more benefits…
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.
Customer Relations Manager in Wakefield employer: Bovis Homes Group PLC
Contact Detail:
Bovis Homes Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Manager in Wakefield
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Customer Relations Manager role.
✨Tip Number 2
Practice makes perfect! Before your interview, run through common questions and scenarios related to customer relations. Think about how you'd handle tricky situations and be ready to share your experiences. We want to see your problem-solving skills shine!
✨Tip Number 3
Show us your passion for customer service! During interviews, highlight your commitment to customer satisfaction and how you've gone above and beyond in previous roles. We love candidates who genuinely care about making a difference in customers' lives.
✨Tip Number 4
Don’t forget to follow up! After your interview, drop a quick thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in our minds as we make our decision.
We think you need these skills to ace Customer Relations Manager in Wakefield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relations Manager role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers and partners, it's crucial to demonstrate your strong communication skills. Use clear and concise language in your application, and don’t forget to mention any experience you have in resolving customer complaints.
Highlight Your Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've successfully managed customer issues or improved processes in previous roles. This will show us that you're results-focused and ready to tackle challenges head-on.
Apply Through Our Website: We encourage you to submit your application through our website for the best chance of being noticed. It’s super easy, and you’ll be one step closer to joining our fantastic team at Vistry West Yorkshire!
How to prepare for a job interview at Bovis Homes Group PLC
✨Know the Customer Journey
Familiarise yourself with the entire customer journey as outlined in the job description. Understand how your role as a Customer Relations Manager fits into this process, from pre-handover inspections to post-move support. This will help you demonstrate your knowledge and show that you're ready to contribute from day one.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved customer complaints or issues in the past. Highlight your proactive approach and attention to detail, as these are key traits for managing customer satisfaction effectively. Be ready to discuss specific situations where you turned a negative experience into a positive outcome.
✨Engage with the Team Culture
Since Vistry values in-person collaboration, express your enthusiasm for teamwork during the interview. Share experiences where you've worked closely with others to achieve common goals. This will show that you align with their company culture and are eager to contribute to a positive working environment.
✨Demonstrate Your Analytical Skills
Given the importance of tracking customer feedback and managing defects, be prepared to discuss your analytical skills. Bring examples of how you've used data to identify trends or improve processes in previous roles. This will illustrate your ability to enhance customer satisfaction scores and contribute to continuous improvement.
