Regional Customer Service Director

We have an exciting opportunity for a Regional Customer Service Director to join our team within Vistry North Central Midlands, at our Stafford office. As our Regional Customer Service Director, you will be accountable for driving the ongoing development of operational requirements, process and technology required to ensure delivery of efficient and effective 5* service. You will interface with customers, client’s representatives / tenants, and consultants across the business output, including new homes, affordable housing and PRS sales. As a board member you will also provide a meaningful contribution to the wider business goals. 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
• Agile working possible (dependent on role)
• Up to 33 days annual leave plus bank holidays
• Private Healthcare
• Enhanced maternity, paternity and adoption leave
• Competitive contributory pension scheme
• Life assurance – 4 x your annual salary
• 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
• HNC/ONC in construction or similar
• Experience working as a Head of Customer Care, Area Customer Care or Area Build Manager within a PLC developer
• Detailed understanding of NHBC customer handover requirements
• Full understanding of the end-to-end customer journey and the role of Customer Service
• Relevant industry standard training (first aid, scaffold appreciation etc.)
• Experience of people and change management
• Knowledge of structural warranty provider policies, Consumer Code and company policies
• Good understanding of building regulations and legal obligations
• Strong Commercial and Financial understanding
• Proven background in delivery of outstanding Customer Service within the house building industry
• Strategic thinker with demonstrated ability to contribute at Board level
• Good understanding of Microsoft Office, Excel, Outlook and Dynamics
• Ability to handle complaints and difficult situations
• Capable of strategic vision
• Decision making/problem solving/multi-tasking
• Excellent communication skills
• A Team leader who creates strong team working
• Excellent customer and stakeholder management skills
• Willing to travel to sites visiting customers, when the business requires
  
  

Desirable...

• Degree in Construction
• Member of the Chartered Institute of Builders (CIOB)
• NVQ Level 5 in Customer Services or ICS Customer Service Qualification or equivalent
  
  

More about the Regional Customer Service Director role...

• Represent the Voice of the customer / key stakeholder at the Board. Provide reports and action plans for regional board meetings regarding customer care/service performance including customer satisfaction, survey responses, remedial works, supplier performance, defects, contra charging and cost against budget comparisons.
• Lead the Customer Care team, fostering a strong team ethos of accountability and responsibility placing the customer at the forefront whilst ensuring the department operates efficiently and cost effectively.
• Ensure that best practice and processes are in place to drive continuous improvement in customer satisfaction scores, working with all teams across the business to deliver excellent 5* service (or equivalent) and drive nine-month service improvement in line with BU targets.
• Ensure that a Customer Service improvement plan is in place for the business with appropriate targets and measures required across all relevant stakeholders.
• Act as the Customer champion within the business to drive service improvements throughout a customer’s journey. Working with Sales and Build / Construction Directors to ensure an aligned service improvement plan is in place.
• Liaise with the Commercial department to ensure specified products have warranties comparable with the Company’s liabilities and that contractor and supplier performance meets aftercare requirements.
• Ensure all departments are fully informed and provided with required information to support customer satisfaction and product improvement plan, including top defects reporting, and ensuring measures are in place to track delivery of them.
• Own and lead the implementation and change management of processes, procedures to ensure continuous improvement within the service. Working as the SME for all service systems and processes changes required.
• Act with delegated authority on behalf of the MD, responding to purchaser’s / client representative complaints/queries, assessing the necessary remedial works, and ensuring the complaints are reported, managed, and responded to in line with company and required external body processes and timeframes.
• Ensure consistent seamless handover throughout the customer journey.
• Ensure that all reported defects are dealt with promptly within the SLA and economically to the satisfaction of the purchaser / client.
• Develop and maintain CRM / Keys (systems as appropriate) to manage and meet requirements and produce required performance data.
• Take ownership for ensuring all BU data is accurate, working across the functional teams as required to ensure this is in place.
• Overall Responsibility for Risk and Health and Safety throughout the defects period, during all and any works within customers’ homes, for team members always.
• Manage Customer Service budgets including – day to day spend, major defects and repairs, latent defects, compensation awards, complete forecasting and set annual budgets. Approve invoices and instigate contra-charges where applicable.
• Manage the handover from Build to Customer care, accountable for ensuring proactive communication and updates with the progress of issues raised.
• Manage sub-contractors/suppliers etc., in all customer service matters and ensure performance is driven to meet required SLA’s. Accountable for ensuring contra charging applied and reported.
• Attend or ensure attendance at NHBC inspections for properties over two years old when required.
• Ensure statutory requirements are met, working relevant stakeholders, such as NHBC, gas safety, fire safety, electrical safety and records are always kept up to date to ensure 100% compliance.
• On affordable / contracting schemes be responsible for recovery of retentions from clients.
• Accountable, in conjunction with construction / build department, that houses are built to the highest standard.
• Ensure that customer care and quality managers carry out regular audits of work in progress.
• Ensure that all properties are inspected on completion and sub-standard properties are re-inspected by a customer care/quality manager and certified as complete, as determined by BU processes.
• Monitor quality reports and follow up as necessary with build department.
• Review data/reports and ensure progression of remedial actions.
• Ensure that the profile of “Quality” high at site level with site staff operatives and sub-contractors.
• Seek solutions to re-occurring problems and communicate directly with customer care/quality managers, site staff and sub-contractors to drive the improvement. Collect and research quality and service improvement ideas.
  
  

We’re Vistry Group, the UK’s leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they’re needed most.You’re probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there’s nowhere better to build your career. We’re 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. Join us in making Vistry.