Assistant Customer Relations Manager

We have a new opportunity for an Assistant Customer Relations Manager to join our team within Vistry East London, at our Brentwood office. As our Assistant Customer Relations Manager, you will provide support to CRM process in all areas of administration, pre & post handover, including site visits where required. Ensuring quality of delivery and consistency of details and standards. You will support the customer service team and site teams in managing customer satisfaction after new home move in. You will also record and manage the progress of customer snagging from home demo and handover to 14-day review. You will support the business in maintaining high customer satisfaction scores at 8 weeks and 9 months (NHBC). You will also provide an exceptional customer care service to all Vistry customers. You will provide support directly to the CSM and provide weekly reports for the board, along with administration duties supporting coordinators, defect processes and management of invoicing, implementing change where necessary and appropriate delegation. The role will provide support between office & field-based staff across the customer service team. We are pleased to say, this role could accommodate agile working arrangements in accordance with Vistry’s Agile Working Policy and subject to business need.

Let’s cut to the chase, 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
• Excellent customer focus with construction / housebuilding-based customer service background preferred
• Good working knowledge of Excel, Word and Outlook
• Excellent communication skills
• Confident phone manner
• Organised and self-motivated
• Able to work with multiple teams with established processes and procedures
• Able to engage with our supply chain to manage customer snagging
• The ability to manage difficult customers over the phone or face to face and understand and explain building related issues
• Accurate and consistent approach
• Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential
• Positive attitude towards teamwork
• Ability to build and maintain positive customer relationships
• Ability to plan ahead – short and medium term
• Proactive approach to problem solving
• Travel to site as and when required

Desirable...

• Awareness of contract terms, conditions and specifications
• Support in remote supervision of Customer Service Technicians

More about the Assistant Customer Relations Manager role...

• Support CRMs & site teams to identify the progress of plots and record inspections & key dates on Keys
• Record all inspection reports with photos in a timely manner on Keys.
• Record all customer snagging into an agreed format, currently Excel (moving to keys once launched)
• Support CRM & various site teams to progress customer snagging and record progress.
• Issue weekly progress reports for each development & report on overdue
• Manage administrative duties and delegate as appropriate to coordinators
• Support CRMs & site teams to progress customer issues within SLA
• Attend site as and when necessary to provide support to CRM; attending M&E handover training at PC.
• Ensure all internal contact information via Development is accurate, including NPA sheets.
• Agree solutions to meet the expectations of all parties - problem solving.
• Identify trends and common issues and feed this back as continuous improvement.
• Positive communication with customers by email and phone.
• Support Customer Service team to hand over customers and plots.
• Engage with customers regularly to ensure a high level of customer satisfaction.
• Monitor, with the sales team, the progress of formal customer satisfaction surveys – 8 weeks and 9 months.
• Maintaining our 5-star build status at 8 weeks.
• Enhancing our 9 months status from 4-star to 5-star, working with other departments.
• Liaison with other departments, such as technical and commercial.
• Provide support to CRM in the handover of common spaces to management companies.

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.