Customer Service Director

3 weeks ago

Cannock, Staffordshire, United Kingdom Vistry Group Full time
Regional Customer Service Director

We are seeking an experienced Regional Customer Service Director to join our team at Vistry North Central Midlands, based in Stafford. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.

Key Responsibilities:
  • Lead the Customer Care team, fostering a culture of accountability and responsibility, with a focus on customer satisfaction.
  • Develop and implement a customer service improvement plan, aligned with business unit targets, to drive continuous improvement in customer satisfaction scores.
  • Act as the customer champion, working with Sales and Build/Construction Directors to ensure an aligned service improvement plan.
  • 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.
  • Own and lead the implementation and change management of processes, procedures, and systems to ensure continuous improvement within the service.
  • Act with delegated authority on behalf of the MD, responding to purchaser/client representative complaints/queries, assessing necessary remedial works, and ensuring complaints are reported, managed, and responded to in line with company and required external body processes and timeframes.
  • Develop and maintain CRM/Keys systems to manage and meet requirements, producing required performance data.
  • Take ownership of ensuring all BU data is accurate, working across 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.
  • Manage Customer Service budgets, including day-to-day spend, major defects and repairs, latent defects, compensation awards, forecasting, and setting annual budgets.
  • 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, ensuring performance is driven to meet required SLAs.
  • Attend or ensure attendance at NHBC inspections for properties over two years old when required.
  • Ensure statutory requirements are met, working with relevant stakeholders, such as NHBC, gas safety, fire safety, electrical safety, and records are always kept up to date to ensure 100% compliance.
  • 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 the build department.
  • Review data/reports and ensure progression of remedial actions.
  • Ensure that the profile of 'Quality' is 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 improvement.
Requirements:
  • 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 annual salary.
  • Share incentive schemes.
  • Employee rewards portal with many more benefits.
  • 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.

We are 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.

#LI-KM1

  • Customer Service Director

    1 month ago

    Cannock, Staffordshire, United Kingdom Vistry Group Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry North Central Midlands. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Customer Service Director

    1 month ago

    Cannock, Staffordshire, United Kingdom Vistry Group Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry North Central Midlands. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Customer Service Director

    3 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group Full time

    Regional Customer Service DirectorWe are seeking an experienced Regional Customer Service Director to join our team at Vistry North Central Midlands, based in Stafford. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Customer Service Director

    3 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group Full time

    Regional Customer Service DirectorWe are seeking an experienced Regional Customer Service Director to join our team at Vistry North Central Midlands, based in Stafford. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Regional Customer Service Director

    2 weeks ago

    Cannock, Staffordshire, United Kingdom Countryside Partnerships PLC Full time

    We are seeking a Regional Customer Service Director to drive the development of operational requirements, process, and technology to deliver efficient and effective 5* service. As a key member of our team, you will interface with customers, clients, and consultants to ensure seamless delivery of our business output.Key ResponsibilitiesDevelop and implement...

  • Customer Service Director

    1 month ago

    Cannock, Staffordshire, United Kingdom Vistry Group Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry North Central Midlands. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Customer Service Director

    4 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry North Central Midlands. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Regional Customer Service Director

    2 weeks ago

    Cannock, Staffordshire, United Kingdom Countryside Partnerships PLC Full time

    Regional Customer Service Director We are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry North Central Midlands. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer...

  • Regional Customer Service Director

    4 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group PLC Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry North Central Midlands. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Regional Customer Service Director

    4 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group PLC Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry North Central Midlands. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Customer Service and Operations Director

    4 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group PLC Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry North Central Midlands, based in Stafford. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional...

  • Customer Service and Operations Director

    4 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group PLC Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry North Central Midlands, based in Stafford. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional...

  • Regional Customer Service Director

    3 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group PLC Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry Group PLC. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Regional Customer Service Director

    3 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group PLC Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry Group PLC. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to deliver exceptional customer service.Key...

  • Regional Operations and Customer Service Director

    2 weeks ago

    Cannock, Staffordshire, United Kingdom Countryside Partnerships PLC Full time

    We are seeking a Regional Customer Service Director to drive the development of operational requirements, processes, and technology to deliver efficient and effective 5-star service. This role will involve interfacing with customers, clients, and consultants across various business outputs, including new homes, affordable housing, and PRS sales. Our core...

  • European Finance Director

    1 month ago

    Cannock, Staffordshire, United Kingdom Super Smart Service Full time

    Job Title: European Finance DirectorWe are seeking a highly experienced and skilled European Finance Director to join our team at Super Smart Service. The successful candidate will be responsible for leading and managing the finance team in the European region, ensuring timely and accurate financial reporting, and providing strategic financial guidance to...

  • Customer Service Director

    2 months ago

    Cannock, Staffordshire, United Kingdom Nicholas Clarke Associates Limited Full time

    About the RoleWe are seeking an experienced After Sales Manager to join our team at Nicholas Clarke Associates Limited. As a key member of our organization, you will be responsible for providing exceptional customer service and support to our clients.Key ResponsibilitiesProvide a world-class customer care focused service and spare parts function to our...

  • Customer Service Director

    4 weeks ago

    Cannock, Staffordshire, United Kingdom Nicholas Clarke Associates Limited Full time

    About the RoleWe are seeking an experienced After Sales Manager to join our team at Nicholas Clarke Associates Limited. As a key member of our organization, you will be responsible for providing exceptional customer service and support to our clients.Key ResponsibilitiesProvide a world-class customer care focused service and spare parts function to our...

  • Customer Service and Operations Manager

    3 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry Group. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to ensure delivery of efficient and effective 5* service.Key...

  • Customer Service and Operations Manager

    3 weeks ago

    Cannock, Staffordshire, United Kingdom Vistry Group Full time

    Regional Customer Service DirectorWe are seeking a highly skilled and experienced Regional Customer Service Director to join our team at Vistry Group. As a key member of our leadership team, you will be responsible for driving the development of operational requirements, processes, and technology to ensure delivery of efficient and effective 5* service.Key...