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Regional Customer Service Director
2 months ago
About the Role
Vistry Group PLC is seeking a highly skilled and experienced Regional Customer Service Director to join our team in Stafford, Staffordshire. As a key member of our Customer Service department, you will be responsible for driving the ongoing development of operational requirements, process, and technology to ensure delivery of efficient and effective 5-star service.
Key Responsibilities
- Represent the Voice of the Customer/Key Stakeholder at the Board, providing reports and action plans for regional board meetings regarding customer care/service performance.
- Lead the Customer Care team, fostering a strong team ethos of accountability and responsibility, placing the customer at the forefront while ensuring the department operates efficiently and cost-effectively.
- Ensure 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-star 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'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 plans, 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 SLAs. Accountable for ensuring contra-charging applied and reported.
