At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service and manage customer care operations.
- Company: Join Vistry, a leading UK housebuilder with a commitment to integrity and quality.
- Benefits: Enjoy competitive salary, annual bonus, company car, and up to 39 days of leave.
- Other info: Flexible working options and excellent career growth opportunities await you.
- Why this job: Make a real impact in customer satisfaction while shaping sustainable communities.
- Qualifications: Extensive experience in customer service and strong leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
We have an exciting opportunity for a Head of Customer Service to join our team within Vistry South London, at our Stratford office. As our Head of Customer Service, you will deliver outstanding customer service to our customers and partners, by being responsible and accountable for the strong and effective management of the Customer Services Department to achieve and maintain a 5* star 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.
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
- Extensive experience working in a Customer Services/Care department for a housebuilder or contractor - a minimum of proven length of service experience in addition to qualification
- Detailed understanding of NHBC standards & customer handover requirements along with Partner Delivery handover processes
- Detailed understanding of HBF Survey process and 5* Status
- Experience in people management and project leading
- Experience of managing legacy construction issues
- Good understanding of Microsoft Office, Excel, Outlook
- Ability to handle complaints and manage difficult situations
- Able to write accurate, concise, and grammatically correct correspondence in response to customers and clients' complaints
- Solid understanding of NHBC Standards, building regulations and legal obligations
- Engagement with Housing Associations and Warranty Providers
- Manage the preparation of Client Customer Service Welcome and Introduction Packs for issue
- Attendance to weekly build and sales meetings
- Manage and continually monitor sub-contractor performance during warranty period and end of defects process
- Manage effectively the NHBC resolution process
- Act as a point of escalation for complex/challenging customers
- Good understanding of Development Agreement and Employers Requirements obligations
- Prompt cost recovery through contra charging, retention recovery, etc.
- Facilitation of introductory meetings with partners in advance of practical completions
- Regular review and implementation of out of hours service provider schedules including cost review and level of service provision provided
- Management of latent defects
- Manage Pre-Handover plot familiarization and functionality testing
- Understanding of Build processes
- Knowledge of Build Contracts
- Excellent planning and organisational skills
- Capable of strategic vision
- Decision making/problem solving/multi-tasking
- A polite, tactful, and assertive attitude
- Patience and calmness under pressure
- Responsible for staff performance reviews
- Excellent communications skills
- Good team working skills
- Capable of working under minimum supervision
- Ensure sub-contractors and directly employed technicians are attending defect in accordance with the requirements of the company's Code of Conduct
- Production of weekly and monthly reports to any given timescales
- Attend inter departmental review meetings as necessary
- Willing to work extra to meet deadlines as and when the business needs require it
Desirable:
- NVQ levels 3 & 4 in customer services
- Be working towards or completed an ONC/HND in Construction
- Experience of Keys
- Experience of COINS
More about the Head of Customer Service role:
- Ensure that all reported defects are dealt with promptly, economically and to the total satisfaction of our customers and partners
- To communicate effectively with our customers and partners at all times
- Respond to customers and partners complaints/queries, assessing the necessary remedial works and organising the resources to deal with any reported issues
- Visit customers and partners when and where necessary in response to telephone calls, emails or letters
- Respond personally and professionally to formal complaints in line with Group Policy
- Liaise effectively with sub-contractors/suppliers and colleagues in all customer care matters
- Relay information regarding customer care issues to other departments in a timely manner
- Monitor and evaluate defects data and report to the Production, Commercial, Technical and Quality Departments as required
- Utilise customer service software and portals to ensure that defect rectification is monitored and controlled
- Prepare reports for regional and JV board meetings regarding customer service data and performance against specified criteria
- Ensure that in conjunction with the regional build department, houses are built to the highest standard and at all times meet with the company's required standards and adopting a tenure blind approach
- This may require site visits and on-site meetings
- Ensure that the Customer Services Manager carries out regular audits of work in progress and report the findings
- Ensure that the Customer Services team work closely with the Production team to deliver a product which exceeds the expectations of our customers and partners
- Monitor data on defects to ensure that negative trends and patterns are addressed
- Review data/reports generated by Keys and ensure satisfactory progression of remedial actions
- Seek urgent permanent resolution to re-occurring problems and communicate directly with Production, Technical and Commercial teams
- Monitor progress against such interventions and act as appropriate to drive change
- Collect research and implement quality improvement ideas as required following trend analysis reviews
- Ensure that the customer service department operates efficiently and cost effectively
- Liaise with those responsible for financial matters and discuss the customer care budget on a regular basis
- Approve invoices and instigate contra-charges and cost recovery where applicable
- Monitor costs regularly to ensure that budgets are not exceeded
- Establish track record of exceeding targets, KPIs, SLAs with customer focus the core
- Represent the Customer Services team at the Monthly Regional HS&E Meeting
- Proven management and relationship management experience at senior/strategic level role
- Management of End of Defects and Legacy Construction issues. This will include evaluation of the issue, liaising with production, technical, commercial teams and legal teams and managing any issues to completion.
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.
Head of Customer Service - Stratford in East Ham employer: Vistry
At Vistry South London, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values integrity, caring, and quality. Our Stratford office provides a supportive environment with flexible working options, competitive salaries, and extensive benefits including up to 39 days of annual leave, private medical insurance, and opportunities for professional growth. Join us in our mission to build sustainable communities while enjoying a rewarding career with a company recognised as a top employer in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service - Stratford in East Ham
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out to current employees at Vistry South London. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for customer service roles and think about how your experience aligns with what Vistry is looking for. Practice your answers out loud, so you feel confident and ready to impress when the time comes.
✨Tip Number 3
Show off your skills! If you have any relevant projects or achievements, be sure to highlight them during your conversations. Whether it’s managing a team or resolving complex customer issues, let them know how you’ve made a difference in your previous roles.
✨Tip Number 4
Don’t forget to follow up! After an interview or networking event, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the Head of Customer Service role at Vistry.
We think you need these skills to ace Head of Customer Service - Stratford in East Ham
Some tips for your application 🫡
Show Your Customer Service Passion:When writing your application, let your passion for customer service shine through. Share specific examples of how you've gone above and beyond to ensure customer satisfaction, as this aligns perfectly with our commitment to delivering a 5-star service.
Tailor Your Application:Make sure to tailor your application to the Head of Customer Service role. Highlight your experience in managing customer service teams and any relevant qualifications that demonstrate your understanding of NHBC standards and customer handover processes.
Be Clear and Concise:We appreciate clear communication, so keep your application concise and to the point. Use bullet points where necessary to make it easy for us to see your key achievements and skills related to the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Vistry!
How to prepare for a job interview at Vistry
✨Know Your Stuff
Make sure you have a solid understanding of NHBC standards and customer handover processes. Brush up on the HBF Survey process and 5* Status, as these are crucial for the role. Being able to discuss these topics confidently will show that you're serious about delivering top-notch customer service.
✨Showcase Your Leadership Skills
As a Head of Customer Service, you'll need to demonstrate your experience in people management and project leading. Prepare examples of how you've successfully managed teams or resolved conflicts in the past. This will help illustrate your ability to lead effectively and maintain a positive team culture.
✨Prepare for Scenario Questions
Expect to face questions about handling complaints and managing difficult situations. Think of specific instances where you've turned a negative experience into a positive outcome. This will highlight your problem-solving skills and your commitment to customer satisfaction.
✨Be Ready to Discuss Data
You'll likely be asked about how you monitor and evaluate defects data. Familiarise yourself with any relevant software or tools you've used in the past. Being able to talk about how you've used data to drive improvements will set you apart from other candidates.
