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- Tasks: Manage customer relations and ensure satisfaction throughout the home buying journey.
- Company: Join Vistry, a top UK housebuilder with a commitment to quality and integrity.
- Benefits: Enjoy competitive salary, annual bonus, company car, and up to 39 days leave.
- Why this job: Make a real impact by enhancing customer experiences in the housing sector.
- Qualifications: Strong communication skills and experience in customer service or construction preferred.
- Other info: Flexible working options and a supportive team culture await you.
The predicted salary is between 36000 - 60000 £ per year.
We have an exciting opportunity for a Customer Relations Manager to join our team within Vistry Cornwall South West, at our Exeter office with travel to various locations. As our Customer Relations Manager, you will be a key point of contact in our customers’ Vistry journey, managing resources to address and resolve issues raised with efficiency, reliability whilst being results focused.
You will provide pre-handover inspections on our open market sales 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. 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’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.
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 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
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:
- Carry out a Finesse and Functionality inspection of plots prior to legal completion, to ensure quality and consistency of our product.
- Prepare and distribute inspection reports to site teams and internal stakeholders.
- Engage with partners prior to site start up to forge positive relationships ongoing.
- Post legal completion, record routine defects identified on the 10-day courtesy visit onto Keys.
- Liaise regularly with the relevant site management to monitor the progress of customer defects to ensure that these items are closed within 28 days.
- Record and update weekly progress reports for each development on Keys.
- 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 works have 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.
- 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.
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.
Customer Relations Manager - Exeter employer: Vistry
Contact Detail:
Vistry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Manager - Exeter
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local events, join relevant groups on social media, and don’t be shy to reach out to current employees at Vistry. A friendly chat can sometimes lead to opportunities that aren’t even advertised!
✨Tip Number 2
Prepare for those interviews! Research Vistry’s values and recent projects. Think about how your experience aligns with their mission of integrity, caring, and quality. Practise common interview questions and have some examples ready that showcase your customer relations skills.
✨Tip Number 3
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit for the Customer Relations Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest job openings and updates directly from us. Let’s make your dream job a reality together!
We think you need these skills to ace Customer Relations Manager - Exeter
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer relations and any relevant skills. We want to see how you align with our values of integrity, caring, and quality!
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers and teams, emphasise your written and oral communication skills. Share examples of how you've successfully resolved customer complaints or built positive relationships.
Be Detail-Oriented: Attention to detail is key in this role! When filling out your application, double-check for any typos or errors. We appreciate candidates who take the time to present their best selves.
Apply Through Our Website: We encourage you to apply directly 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!
How to prepare for a job interview at Vistry
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Relations Manager inside out. Familiarise yourself with Vistry's values and how they align with your own experiences in customer service and complaint resolution.
✨Showcase Your Communication Skills
Since this role requires excellent communication, prepare examples that demonstrate your ability to engage with customers and resolve issues effectively. Think about times when you’ve turned a negative experience into a positive one.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to customer complaints or team collaboration. Practice your responses to show how you would handle complex issues while maintaining high customer satisfaction.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. This could be about the team culture, how success is measured in the role, or what challenges the company is currently facing. It shows your genuine interest in the position and the company.
