At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and resolve complex complaints.
- Company: Join Vistry North East, a top UK housebuilder with a strong commitment to community and sustainability.
- Benefits: Enjoy competitive salary, annual bonus, up to 39 days leave, and private medical insurance.
- Other info: Be part of an award-winning team dedicated to integrity, caring, and quality.
- Why this job: Make a real impact in customer satisfaction while working in a supportive and flexible environment.
- Qualifications: Extensive experience in customer service within the housebuilding industry and strong communication skills.
The predicted salary is between 31500 - 38500 £ per year.
Customer Service Manager - Newcastle upon Tyne
Job Type
Full time In a Nutshell
We have an exciting opportunity for a Customer Service Manager to join our team within Vistry North East, at our office in Newcastle upon Tyne.
As our Customer Service Manager, you will provide day to day management and support to the Customer Service office and technician teams to provide an exceptional, consistent level of customer service to all Countryside Partnerships and open market sales customers, and assist the business in maintaining high NHBC customer satisfaction scores.
We value in-person collaboration and team culture, but were 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.
- Lets cut to the chase, whats 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 in a similar role within the housebuilding industry
- 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 prioritisation skills.
- Full Driving license with a willingness to travel
- Practical knowledge of NHBC, LABC & Premier Guarantee guidelines
- More about the Customer Service Manager role
- Day to day management of the Customer Service Coordination team and Technicians to ensure all customers receive a consistent level of service
- Ensure team performance and output is monitored and managed, and ensure workload is allocated and managed appropriately
- Review all open cases and jobs with each coordinator, discuss any past SLA cases and ensure coordinator is equipped to ensure the service delivery can be maintained.
- Ensure Vistrys Health & Safety processes are followed to ensure safe working in customers homes
- Distribute Subcontractor reports and highlight any non-performance or poor delivery issues
- Highlight and report any common and repeat issues and poor performing sub-contractors, and play an active role in discussing any positive interventions to allow the Contractor or supplier to review their service to Vistry.
- Liaise with and lead on discussions with other departments to assist in meeting service level agreements to customers and partners.
- Oversee all Step 1 complaints /escalations and seek direction where required to close out any customers concerns. Including Social Media notifications
- Review and oversee all job quotes with the Customer Service Director and manage invoice payment process through a review of all submissions with the Coordinators
- Ensure the contra charge notification process is followed and confirmations are correctly executed through Keys.
- Report all submissions to Commercial team
- 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 where required
- Finally, lets tell you a bit more about us
We build more than homes, were 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 youll 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, were 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.
#LI-KM1
Customer Service Manager - Newcastle upon Tyne in Gateshead employer: Vistry
Vistry is an exceptional employer that fosters a collaborative and supportive work culture in Cheltenham, where employees are encouraged to grow and develop their skills. As a Finance Manager, you will benefit from comprehensive training opportunities and a commitment to work-life balance, making it a rewarding place to build your career while contributing to meaningful financial strategies.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - Newcastle upon Tyne in Gateshead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vistry. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vistry before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager - Newcastle upon Tyne in Gateshead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vistry:Your cover letter is your chance to shine! Tell us why you want to work at Vistry specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vistry!
How to prepare for a job interview at Vistry
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
