Customer Relations Manager

Overview

Manage customer journey, inspections, complaints and satisfaction for Vistry homes

Key Responsibilities

• pre‑handover
• defect recording
• inspection reports
• nhbc inspections
• progress reporting
• partner liaison

Tasks

We have a fantastic opportunity for a Customer Relations Manager to join our team within Vistry South East , at various locations. As our Customer Relations Manager, you will be a key point of contact in our customers Vistry journey, managing resources to address and resolve issues raised with efficiency, reliability whilst being results focused. Providing pre-handover inspections on our open market sales plots, to ensure functionality and finesse is achieved in terms of quality of delivery. You will support the sales and site teams in managing customer satisfaction after new home move in, record and manage the progress of customer snagging from Courtesy Visit review. You will assist the business in maintaining high customer satisfaction scores at 8 weeks and 9 months (NHBC) and provide an exceptional customer service. -Carry out a Finesse and Functionality inspection of plots prior to legal completion, to ensure quality and consistency of our product. -Post legal completion, record routine defects identified on the 10-day courtesy visit onto Keys. -Ensure that customers are aware of the support and cover provided under the terms of their service warranty. -Attend registered partners end of year defects, agree on works to be undertaken and manage any issues to conclusion -Identify trends and common issues and feed these back for continuous improvement. -Assist with a smooth transition from Build to Customer Service once all works have been completed from the courtesy visit. -Prepare and distribute inspection reports to site teams and internal stakeholders. -Undertake NHBC inspections/resolution meetings. -Delivering customer service excellence and best practice within a fast paced and challenging environment. -When on site, review any issues which may impact customer journey and feedback to the relevant departments. -Liaise regularly with the relevant site management to monitor the progress of customer defects to ensure that these items are closed within 28 days. -In conjunction with the Build, Sales and wider Customer Service team, continuously review the customer journey to promote a positive return on the 8-week satisfaction survey. -Engage with partners prior to site start up to forge positive relationships ongoing. -Attend escalated complaints to ensure that an amicable solution is reached. -Working with multiple teams within established processes and procedures -Complete a review prior to customers entering their 9-month survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target. -Record and update weekly progress reports for each development on Keys.

Requirements

• excel
• construction
• nhbc
• driving licence
• analytical
• time management

What You Bring

-Good working knowledge of Excel, Microsoft Word, and Outlook. -Accurate and consistent approach in maintaining records. -A background in construction / housebuilding -Proactive approach, with attention to detail and the ability to work independently and make key decisions. -Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential -Full Driving license with a willingness to travel -Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage customer journey. -Awareness of contract terms, conditions, and house type specifications -Highly developed analytical, oral, and written communication skills -Complex customer complaint resolution. -Excellent time management, planning and prioritization skills. -Ability to build and maintain positive customer relationships.

People Also Searched For

Benefits

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated. -Share save and share incentive schemes -2 Volunteering days per annum -Competitive pension scheme through salary sacrifice -Salary sacrifice car scheme available to all employees -Company car, car allowance or travel allowance -Private medical insurance, with employee paid cover -Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service -Employee rewards portal with many more benefits… -Competitive basic salary and annual bonus -Life assurance at 4 x your annual salary

About Vistry Group

-Launched following the merger of Bovis Homes and Galliford Try’s housing arm in January 2020. -Operates three retail brands—Bovis Homes, Linden Homes, Countryside Homes—and a B2B Partnerships arm. -Known for timber-frame manufacturing via Vistry Works, boosting quality, speed, and carbon performance. -Typical projects include mixed-tenure neighbourhoods with schools, parks, orchards, and community facilities. -Completed major schemes like Meridian Water regeneration and Countryside Partnerships integration in 2022.

Sector Specialisms