Customer Service Director
3 weeks ago
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 and procedures 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 as appropriate) to manage and meet requirements and produce required performance data.
- Take ownership for 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 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 range of benefits, including agile working, annual leave, pension, volunteer days, and a regional office location. Joining Vistry is just the start of building your perfect career. In return for your passion and skills, 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 value you and everything you help us build as we make Vistry together.
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