Customer Service Representative

5 days ago

Leicester, Leicester, United Kingdom Vistry Group PLC Full time

About the Role

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Vistry Group PLC. As a Customer Service Representative, you will be responsible for providing exceptional customer care services to our clients, managing reported defects, and ensuring that our customers receive the highest level of service.

Key Responsibilities

  • Handle incoming customer inquiries and resolve issues in a timely and professional manner
  • Log and allocate reported defects on our web-based software
  • Progress chase defects with staff and the supply chain
  • Work within agreed Service Level Agreements (SLAs) to ensure timely resolution of customer issues
  • Identify trends and common issues to improve our customer service processes
  • Develop working relationships with key contacts at Housing Associations and Subcontractors
  • Communicate effectively with customers via email and phone
  • Handle complaints in a sensitive and consistent manner
  • Make decisions about progressing difficult issues and identify when internal escalation is necessary

Requirements

  • Excellent customer service skills with a construction-based customer service background
  • Good working knowledge of Excel, Word, and Outlook
  • Excellent communication and phone skills
  • Organized and self-motivated with the ability to work as part of a small team
  • Able to manage difficult customers and understand and explain building-related issues
  • Accurate and consistent approach
  • Practical knowledge of NHBC, LABC, and Premier Guarantee guidelines
  • Experience in a customer service role within the housebuilding industry
  • Positive attitude towards teamwork

About Us

Vistry Group PLC is the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do. We are committed to building sustainable communities where they are needed most. We offer a range of benefits, including competitive salary, company car or car allowance, annual leave, private healthcare, and contributory pension scheme.

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