Customer Service Director

2 days ago

Cannock, Staffordshire, United Kingdom Vistry Group 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 service.

Key Responsibilities:
  • Lead the Customer Care team, fostering a strong team ethos and ensuring the department operates efficiently and cost-effectively.
  • Develop and implement a customer service improvement plan, working with all teams across the business to deliver excellent service and drive nine-month service improvement in line with business unit targets.
  • Act as the customer champion within the business, driving service improvements throughout the customer journey and 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.
  • Ensure all departments are fully informed and provided with required information to support customer satisfaction and product improvement plans.
Requirements:
  • 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, and multi-tasking.
  • Excellent communication skills and 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 offer a competitive basic salary and annual bonus, company car, car allowance, or travel allowance, agile working, up to 33 days annual leave plus bank holidays, private healthcare, enhanced maternity, paternity, and adoption leave, competitive contributory pension scheme, life assurance, share incentive schemes, and employee rewards portal with many more benefits.

We value diversity and inclusion and are committed to creating a workplace that is fair and respectful to all employees. We offer reasonable adjustments during the application process and are proud of our culture that sees everyone treated fairly and respectfully.

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