Customer Relations Manager

Description

Vistry Cornwall South West is hiring a Customer Relations Manager for its Exeter office, with travel across various sites. The role acts as a primary contact throughout the customer’s Vistry journey, managing resources to resolve issues efficiently and reliably while staying results‑focused.

The manager will carry out pre‑handover inspections of open‑market sales plots, support sales and site teams after new‑home move‑ins, and track customer snagging from courtesy‑visit reviews, aiming to maintain high satisfaction scores at 8‑weeks and 9‑months.

• Conduct pre‑handover finesse and functionality inspections of plots.
• Produce and circulate inspection reports to site teams and stakeholders.
• Engage with partners before site start‑up to foster positive relationships.
• Record routine defects from the 10‑day courtesy visit onto the Keys system.
• Monitor and ensure closure of customer defects within 28 days.
• Update weekly progress reports for each development on Keys.
• Review on‑site issues impacting the customer journey and relay feedback.
• Identify trends, report common issues and drive continuous improvement.
• Facilitate smooth transition from Build to Customer Service after courtesy visits.
• Inform customers about warranty support and coverage.
• Collaborate with Build, Sales and Customer Service to improve 8‑week satisfaction scores.
• Conduct pre‑survey reviews ahead of the 9‑month survey window.
• Attend escalated complaints and negotiate amicable solutions.
• Participate in NHBC inspections and resolution meetings.
• Attend end‑of‑year partner defect meetings, agree on works and manage closure.
• Resolve complex customer complaints following established processes.
• Maintain accurate and consistent records across systems.
• Deliver customer‑service excellence in a fast‑paced environment.
• Build and maintain positive relationships with supply‑chain partners and stakeholders.

Requirements

Vistry expects adherence to its values of integrity, caring and quality, delivering complex complaint resolution, working across multiple teams, maintaining accurate records, and providing excellent customer service in a fast‑paced environment.

The role requires strong Excel, Word and Outlook skills, analytical and communication abilities, the capacity to build relationships with supply‑chain partners, a proactive and detail‑oriented approach, independent decision‑making, excellent time‑management, and a full driving licence with willingness to travel.

Experience in construction or housebuilding and familiarity with NHBC, LABC or Premier Guarantee guidelines is beneficial. Vistry, a top‑five UK housebuilder and member of the UK Green Building Council, values sustainable communities and has award‑winning brands such as Bovis Homes, Linden Homes and Countryside Homes.

• Proficient in Excel, Microsoft Word and Outlook.
• Exhibit strong analytical, oral and written communication skills.
• Work proactively, detail‑oriented, independently and make key decisions.
• Demonstrate excellent time‑management, planning and prioritisation abilities.
• Hold a full driving licence and be willing to travel.

Benefits

The package includes a competitive salary plus annual bonus, a company car or travel allowance, salary‑sacrifice car scheme, up to 33‑39 days annual leave, private medical cover, enhanced parental leave, pension, life assurance, share‑save schemes and additional perks such as volunteering days and an employee rewards portal.

Training + Development

Interview process

Visa Sponsorship

Security clearance