Vistry Partnerships - Our Story:
Delivering homes and revitalising communities is at the heart of what we do. Working with local authorities, housing associations and investors, we create lasting partnerships and deliver vibrant, sustainable places to live.
As a leading regeneration specialist, we have offices throughout England and a strong national footprint. With over 100 sites currently in production, we are recognised as an innovative and collaborative industry leader, focused on creating as many new homes of all tenures as possible.
In a Nutshell:
As our Customer Service Advisor, you will be responsible for keeping our customers' journey as smooth, stress-free, straightforward and enjoyable as possible. You will assist with any issues they face, turning negatives into positive results. You will liaise with colleagues across the business to find solutions to any obstacles and keep customers informed throughout. You will take ownership of all ongoing customers' issues and will be responsible to allocate resources including Customer Service Operatives and contractors to undertake remedial work in customers' homes.
What we would like from you:
Key Responsibilities -
To provide an exceptional customer care service to all Vistry Partnerships Clients in accordance with the guidelines specified within the associated contract conditions.
To provide an exceptional customer care service to all Linden and Bovis Homes customers, managing reported defects from handover for 24 months.
Handle incoming Customer calls
Logging and allocation of reported defects on web-based software
Progress chase defects with staff and the supply chain
Work within agreed SLAs, which vary from contract to contract
Identify trends and common issues
Confirm defects are correctly reported and filter out damage, vandalism and mis-use
Develop working relationship with key contacts at Housing Associations and Subcontractors
Positive communication with Customers via email and telephone
Handle complaints in a sensitive and consistent manner
Make decisions about progressing difficult issues and identify when internal escalation is necessary
Work within NHBC (or equivalent) guidelines and standard industry practice
Manage end of warranty defects and communicate to Vistry Partnerships Clients weekly
Manage contra charges and liaise with relevant departments to review and agree costs on a regular basisCompetencies -
Excellent customer focus with construction based customer service background preferred
Good working knowledge of Excel, Word and Outlook
Excellent communication skills
Confident phone manner
Organised and self-motivated
Able to work as part of a small team with established processes and procedures
The ability to manage difficult customers over the phone and understand and explain building related issues.
Accurate and consistent approach
Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential
Positive attitude towards teamwork
The Good Stuff:
Vistry Partnerships is a fast paced and exciting place to work. We offer our employees multiple opportunities to learn, develop and nurture successful careers with us.
Some of our key benefits include…
Competitive salary and package
28 days holiday plus the option to buy or sell up to 5 days
Private Healthcare
Sharesave scheme
Company car, car allowance or travel allowance (role and geographic dependant)
Support with a professional membership
Vistry Group brings together the energy and talents of Bovis Homes, Linden Homes and Vistry Partnerships (formerly Galliford Try Partnerships).
With developments from Northumberland to Cornwall and Cheshire to Norfolk, Vistry Group will be delivering around 12,000 homes a year across the country, this makes us one of the top five housebuilders in the UK.
We are a real powerhouse of a business with a focus on delivering for our people, our customers, our clients, our contractors and our shareholders.
Inclusion and diversity are paramount to us within Vistry Group - we firmly believe that this culture nurtures stronger performances across the wider business. All of our applicants and employees are treated fairly and respectfully, regardless of any protected characteristic/s. If you require assistance with regards to reasonable adjustments during your application process with us, then please do not hesitate to contact us - we will always be happy to help
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