Senior Customer Service Coordinator Permanent

Let's help build your future by finding a home for your talent!

Our housebuilding business operates across 13 regional offices, which are currently developing around 200 sites across England. The design and construction blend tradition and innovation, creating homes and developments with contemporary living standards. Our product range includes one-bedroom apartments through to larger five-bedroom family homes.

In a Nutshell:

We have an exciting opportunity for a Senior Customer Service Coordinator to join our team at Vistry Housebuilding Mercia. As our Senior Customer Service Coordinator, you will need to be caring and have calmness, be flexible when deadlines are required and are a great team player, when you will deal with customer concerns received by telephone or written communication and you will co-ordinate and administer all activities in a timely and professional manner and deliver the Vistry Homes commitment to the customer journey.

What we would like from you:

Key Responsibilities -

• Keep purchaser's plot file information up to date.
• Work closely with the area manager to have a full understanding of requirements following an inspection.
• Liaise with the customer, sub-contractor, and suppliers to ensure an efficient resolution within agreed timescales.
• To agree dates and access with the customer and ensure this is not via the contractor.
• To have regular contact with the customer while works we have arranged are undertaken and also a follow up call on completion to ensure all has been completed.
• Produce a remedial tracking report for all Area Customer Care Manger visits and follow on remedial works and provide weekly updates to Area Managers regarding customers and their scheduled works. This will also include high profile/complaint customers
• Record receipt of all purchaser's correspondence and respond within 24 hours'. Customers to receive full response or further detailed response within 7 days.
• Record receipt of all purchaser's telephone calls and return a courtesy call on the same day.
• Issue instructions to Customer Care Technicians and/or Sub-contractors.
• Record dates of customer visits and log all defects identified.
• Carry out all necessary calls in relation to the customer journey.
• Keep data system up to date at all times.
• Carry out general administrative duties.
• Willing to work extra to meet deadlines to ensure customer satisfaction.
• Ensure we hit our company KPI
• Report trends of issues raised.
• Report any blockers that we are faced with on a regular basis.
• Maintain up to date records of all customer visits, and log all defects identified and works completed.
• Ensure information is received in a timely manner from the Area Manager.
• Ensure appointments are made in a timely, professional and effective manner in order to resolve purchaser's queries to a satisfactory conclusion.
• Ensure you keep the purchaser informed as required to the progress of their job.
• Review, as appropriate, materials required by Technicians/maintenance contractors, raise purchase orders and administer invoices.
• Attend departmental meetings as required.
• Ensure all relevant stakeholders are informed of key departmental developments.
• Produce accurate and timely job sheets for sub-contractors
• Liaise to ensure they attend on dates we provide
• Chase sub-contractors as appropriate to ensure target dates are met
• Issue contra charge notifications to sub-contractors
• Ensure you understand the Company's health and safety policies and procedures observe them at all times.
• Report any accidents or near misses immediately to your manager and record them in the accident book.
• Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.
• Wear appropriate protective clothing on site at all times.
• Attend all health and safety training as required by the Company.

Competencies -

• 5 GCSEs or equivalent including Maths and English
• Previous experience working within a similar role
• Good understanding of Microsoft Office, Excel, Outlook
• Ability to handle complaints and difficult situations
• Good planning and organisations skills
• Able to multi task
• Problem solving and decision making skills
• A polite, tactful and assertive attitude
• Patience and calmness under pressure
• Excellent communications skills
• Good team working skills
• Share good practice
• Behave in line with our values
• Willing to work extra to meet deadlines as and when the business needs require it

Desirable -

• NVQ Levels 3 & 4 in Customer Services
• Experience working for a residential house builder ideally within the customer facing environment
• Good understanding of building regulations and legal obligations

The Good Stuff:

Vistry Homes 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
• Company Contributory Pension Scheme
• Sharesave scheme
• Company car, car allowance or travel allowance (role and geographic dependant)
• Support with a professional membership

Let's tell you a bit more about us…

Vistry Group came together at the start of 2020, bringing together the energy, talent and deep-rooted experience of Bovis Homes, Linden Homes and Vistry Partnerships. With a wide range of skills, experience and backgrounds - we have come together to live our values of Integrity, Caring and Quality.

We are all about people, and it is our people, around 3000 of us, who have created a UK top-five housebuilder, with a five-star rating. We care about the wellbeing of our people and we value diversity and inclusion, seeking to create a supportive, dynamic environment where talented and dedicated people can develop their career.

Inclusion and diversity are paramount to us here at 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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