Job Description

Role Overview:
In a Nutshell\xe2\x80\xa6
We have a fantastic opportunity for a Customer Services Office Manager to join our team within Vistry Housebuilding Cotswolds, at our Bishops Cleeve office in Cheltenham. As our Customer Services Office Manager, you will be responsible for dealing with customer concerns received by telephone or written communication and co-ordinate and administer all activities in a timely and professional manner and deliver the Vistry Homes commitment to the customer journey.
We are pleased to say, this role can accommodate agile working arrangements.


Let\xe2\x80\x99s cut to the chase, what\xe2\x80\x99s in it for you\xe2\x80\xa6

• Competitive basic salary and annual bonus
• Agile working possible (dependent on role)
• Up to 33 days annual leave plus bank holidays
• Private Healthcare and Dental Insurance
• Competitive contributory pension scheme
• Life assurance \xe2\x80\x93 4 x your annual salary
• Share incentive schemes
• Employee rewards portal with many more benefits\xe2\x80\xa6

In return, what we would like from you\xe2\x80\xa6

• Behave in line with our company values \xe2\x80\x93 Integrity, Caring and Quality
• 5 GCSEs or equivalent including Maths and English
• 2 years\xe2\x80\x99 experience working within a similar role
• Relevant management experience
• Build / Construction knowledge
• 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
• Willing to work extra to meet deadlines as and when the business needs require it

Desirable -

• 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

More about the Customer Services Office Manager role\xe2\x80\xa6

• Manage the day to day running of the Customer Service office.
• Ensure customer letters and emails are replied to within a maximum of 5 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 Service Coordinators.
• Ensure that any problems or incomplete work are reported to the Head of Customer Service immediately.
• Identify trends in respect of complaints and defects and report to Head of Customer Service.
• 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 Head of Customer Service as required.
• Attend and chair departmental meetings as required.
• Ensure all relevant stakeholders are informed of key departmental developments
• Manage the recruitment and induction of new employees in line with Company best practice guide.
• Conduct half yearly and annual appraisals with staff and liaise with Group HR to address development needs.
• Meet with your employees to discuss their progress on a regular, but not less that quarterly basis.
• Manage disciplinary and grievance situations in line with Company policy with assistance from Group HR.
• Manage and report all absences in accordance with Company policy.
• Ensure that employees are not discriminated against or harassed or bullied at any time.
• Ensure you understand the Company\xe2\x80\x99s health and safety policies and procedures observe them at all times.
• Report any accidents or near misses immediately to your manager and record them in the accident book.
• Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.

Finally, let\xe2\x80\x99s tell you a bit more about us\xe2\x80\xa6
At Vistry Group, we build more than homes. We develop sustainable communities across all sectors of the UK housing market through our leading housing brands Bovis Homes, Linden Homes and Countryside Homes. Delivered through Vistry Housebuilding, Countryside Partnerships and Vistry Works with the support of Vistry Services, our values of integrity, caring, and quality continue to shape all we do.
We\xe2\x80\x99re proud that our UK Green Building Council membership, 2021 Large Housebuilder of the Year award and status as a UK top-five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating allows us to transform land into thriving spaces. We\xe2\x80\x99re also proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. From memories and communities to worthwhile careers, we\xe2\x80\x99re making Vistry.