Head of Customer Service - StratfordJob Type: Full timeIn a Nutshell…We have an exciting opportunity for a Head of Customer Service to join our team within Vistry South London, at our Stratford office. As our Head of Customer Service, you will deliver outstanding customer service to our customers and partners, by being responsible and accountable for the strong and effective management of the Customer Services Department to achieve and maintain a 5* star service.We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.Let’s cut to the chase, what’s in it for you…Competitive basic salary and annual bonusCompany car, car allowance or travel allowanceSalary sacrifice car scheme available to all employeesUp to 39 days annual leave plus bank holidays2 Volunteering days per annumPrivate medical insurance, with employee paid coverEnhanced maternity, paternity and adoption leaveCompetitive pension scheme through salary sacrificeLife assurance at 4 x your annual salaryShare save and share incentive schemesChristmas company shutdownEmployee rewards portal with many more benefits…In return, what we would like from you…Behave in line with our company values – Integrity, Caring and QualityExtensive experience working in a Customer Services/ Care department for a housebuilder or contractora minimum of proven length of service experience in addition to qualificationDetailed understanding of NHBC standards & customer handover requirements along with Partner Delivery handover processesDetailed understanding of HBF Survey process and 5* StatusExperience or people management and project leadingExperience of managing legact construction issuesGood understanding of Microsoft Office, Excel, OutlookAbility to handle complaints and manage difficult situationsAble to write accurate, concise, and grammatically correct correspondence in response to customers and client’s complaintsAble to write accurate, concise and grammatical correspondence to Client’s and Supply Chain Partners.Solid understanding of NHBC Standards, building regulations and legal obligationsEngagement with Housing Associations and Warranty Providers.Manage the preparation of Client Customer Service Welcome and Introduction Packs for issue. Ditto Sub-Contractors.Attendance to weekly build and sales meetingsManage and continually monitor sub-contractor performance during warranty period and end of defects process.Manage effectively the NHBC resolution process.Act as a point of escalation for complex / challenging customers.Good understanding of Development Agreement and Employers Requirements obligationsPrompt cost recovery through contra charging, retention recovery, etc.Facilitation of introductory meetings with partners in advance of practical completions.Regular review and implementation of ‘out of hours’ service provider schedules including cost review and level of service provision provided.Management of latent defectsManage Pre-Handover plot familiarization and functionality testing.Understanding of Build processesKnowledge of Build ContractsExcellent planning and organisational skillsCapable of strategic visionDecision making/problem solving/multi-taskingA polite, tactful, and assertive attitudePatience and calmness under pressureResponsible for staff performance reviews.Excellent communications skillsGood team working skillsBehave in line with our valuesCapable of working under minimum supervisionEnsure sub-contractors and directly employed technicians are attending defect in accordance with the requirements of the companies Code of Conduct.Production of weekly and monthly reports to any given timescales.Attend inter departmental review meetings as necessary.Willing to work extra to meet deadlines as and when the business needs require itDesirable…NVQ levels 3 & 4 in customer servicesBe working towards or completed an ONC / HND in ConstructionExperience of KeysExperience of COINSMore about the Head of Customer Service role…Ensure that all reported defects are dealt with promptly, economically and to the total satisfaction of our customers and partners.To communicate effectively with our customers and partners at all timesRespond to customers and partners’ complaints/queries, assessing the necessary remedial works and organising the resources to deal with any reported issues.Visit customers and partners when and where necessary in response to telephone calls, emails or letters.Respond personally and professionally to formal complaints in line with Group Policy.Liaise effectively with sub-contractors/suppliers and colleagues in all customer care matters.Relay information regarding customer care issues to other departments in a timely manner.Monitor and evaluate defects data and report to the Production, Commercial, Technical and Quality Departments as required.Utilise customer service software and portals to ensure that defect rectification is monitored and controlledPrepare reports for regional and JV board meetings regarding customer service data and performance against specified criteriaEnsure that in conjunction with the regional build department, houses are built to the highest standard and at all times meet with the company’s required standards and adopting a tenure blind approach. This may require site visits and on-site meetings.Ensure that the Customer Services Manager carries out regular audits of work in progress and report the findings.Ensure that the Customer Services team work closely with the Production team to deliver a product which exceeds the expectations of our customers and partners.Monitor data on defects to ensure that negative trends and patterns are addressedReview data/reports generated by Keys and ensure satisfactory progression of remedial actions.Seek urgent permanent resolution to re-occurring problems and communicate directly with Production, Technical and Commercial teams. Monitor progress against such interventions and act as appropriate to drive changeCollect research and implement quality improvement ideas as required following trend analysis reviews.Ensure that the customer service department operates efficiently and cost effectively.Liaise with those responsible for financial matters and discuss the customer care budget on a regular basis.Approve invoices and instigate contra-charges and cost recovery where applicable.Monitor costs regularly to ensure that budgets are not exceeded.Establish track record of exceeding targets, KPI’s, SLA’s with customer focus the core.Represent the Customer Services team at the Monthly Regional HS&E MeetingProven management and / relationship management experience at senior / strategic level roleManagement of End of Defects and Legacy Construction issues. This will include evaluation of the issue, liaising with production, technical, commercial teams and legal teams and managing any issues to completion.Finally, let’s tell you a bit more about us…We build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach. Join us in making Vistry. #LI-HA1