Customer Service Director

1 month 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 and foster a strong team ethos of accountability and responsibility, with a focus on customer satisfaction.
  • 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, 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.
  • 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.
  • 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.
  • Attend or ensure attendance at NHBC inspections for properties over two years old when required.
  • Ensure statutory requirements are met, working 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. Collect and research quality and service improvement ideas.

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 provide reasonable adjustments during the application process. Our culture sees everyone treated fairly and respectfully, with a top priority on diversity and inclusion.

Join Vistry and build your perfect career. We invest in your future, providing all the support and training you need to thrive in your career and realise your potential. Our work is rewarding in itself, but we also offer a range of financial, lifestyle, health, and wellbeing benefits, plus plenty of recognition incentives.

We are an equal opportunities employer and welcome applications from all qualified candidates.

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