Senior Customer Service Advisor
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 Senior customer Service Advisor, you will support the Head of Customer Services in providing an excellent service to customers and clients. You will manage the customer services / remedial works to ensure customer satisfaction. You will ensure defects are progressed and remedial works activities carried out safely, efficiently and to the prescribed quality. Help to achieve 5* Builder status
What we would like from you:
Key Responsibilities -
Assist the Head of Customer Service with the management and Supervision of Customer Service Advisors (CSA) and sub-contractors
To ensure that that the works are executed in a safe manner in accordance with both safety legislation and VP safety policy and procedures
To ensure that CSA, operatives and subcontractors are fully aware of the requirements of the works (Defects Schedule/Specification) they are undertaking and have the required materials
Supervise works in progress to ensure that they are completed to a satisfactory standard
To ensure policies and procedures are followed in accordance with internal processes
To represent the company at meetings to agree, observe, rectify or challenge potential defects.
To attend defects inspections and agree defects with the client's representative. Agree programmes with the Head of Customer Services for the completion of defect works.
To inform the Head of Customer Services of all costs incurred in rectifying defects for the reimbursement of same from subcontractors, architects, customers and consultants
To ensure that all works are carried out in accordance with the proscribed Customer Services procedures scheduled within the Quality Manual
To ensure that all remedial works contracts are carried out in strict accordance with current Health & Safety Legislation
To ensure that all works are executed to the highest standards.
To ensure that all works are carried out in accordance with the proscribed procedures scheduled within the Quality Manual, and internal processes
Liaison with Client and Client's Representatives
To take instructions for additional works in accordance with company procedure
To promote the company and its activities, both internally and externally.
To provide a satisfactory customer care service to all Vistry Partnerships customers & clients in accordance with the guidelines specified within the associated contract conditions.
To assist the BU in achieving 5* Builder Status
Assist with escalations and NHBC claims reporting regular updates to the Head of Customer Services
Manage/oversee EODs to secure the release of all monies held in retention upon each contract within the shortest possible time scale
To carry out remedial works to the customer & client's satisfaction.
Continue to look at ways to improve the serve and implement best practiceCompetencies -
Experience of working in the New Homes industry, within a Customer Services capacity.
Excellent supervisory and communication skills.
Experience and the ability to carry out the role in a safe manner and in compliance with legislative and company policy.
Excellent time management skills, a 'can do' attitude and flexible approach
Working knowledge of NHBC Buildmark conditions and contractual knowledge is important although not essential along with a good level of commercial awareness
Must be comfortable and effective in working within a team and with large teams
Excellent I.T. skills essential including Microsoft Word and Excel
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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