Job Description

Key Responsibilities -

• Manage the day to day running of the Customer Care office.
• Ensure customer letters and emails are replied to ideally within a 24 hour period but no longer than 2 days.
• Ensure all telephone calls wherever possible are dealt with within 24 hours of being received.
• Deal with any customer issues that have been escalated.
• Monitor operational performance figures and produce written monthly reports with recommendations for improvements or maintenance of such performance indicators.
• Ensure that all reported customer defects are dealt with in a cost effective, timely and professional manner to the satisfaction of the customer. Monitor and manage work through to completion.
• Liaise with the customer on telephone calls that have been escalated by the Customer Care administrators,
• Ensure that any problems or incomplete work are reported to the Regional Customer Service Director immediately.
• Identify trends in respect of complaints and defects and report to the Regional Customer Service Director.
• Liaise with other departments within the region to ensure customer issues are dealt with in a timely manner.
• Ensure that all NHBC resolutions are escalated and communicated appropriately.
• Ensure all NHBC Insurance Claims are resolved in line with the NHBC's recommendations. Ensure that all costs are recovered directly from the NHBC, as Vistry Homes are a registered Remedial Works Contractor.
• Provide support/cover for the Regional Customer Service Director as required - this will include but is not limited to Personal Assistant responsibilities, providing reports and going back to cutomers, keeping on top of social media responses and signing invoices off on COINS.
• Attend and chair departmental meetings as required.
• Ensure all relevant stakeholders are informed of key departmental developments

Some of our key benefits include…

• Competitive salary and package
• 28 days holiday plus the option to buy or sell up to 5 days
• Private Healthcare
• Sharesave scheme
• Support with a professional membership

Required Knowledge, Skills, and Abilities

5 GCSEs or equivalent including Maths and English 2 years experience working within a similar role Relevant management experience Good understanding of Microsoft Office, Excel, Outlook Ability to handle complaints and difficult situations Good planning and organisational skills Problem solving and decision making skills A polite, tactful and assertive attitude Patient and calm under pressure Excellent communication skills Team working Behave in line with our values Willing to work extra to meet deadlines as and when the business needs require it NVQ Levels 3 & 4 in Customer Services Experience working for a residential house builder ideally within the customer facing environment Experience of working with construction site personnel Good understanding of building regulations and legal obligations