Senior Customer Care Administrator

  • Construction Jobs
  • Stafford, Staffordshire
  • Oct 27, 2020
Permanent Construction Management Assistant Construction

Job Description

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. Our Story: Bovis Homes and Linden Homes are award-winning brands that make up the housebuilding arm of Vistry Group. With a focus on the customer, they strive to deliver quality homes and service, creating thriving, sustainable communities in the process. The biggest assets for both Bovis and Linden are their people, with teams with specialist skills and experience that span multiple disciplines. We are also proud to have collectively achieved 5 star HBF status. In a Nutshell: As our Senior Customer Service Administrator you will deal with customer concerns received by telephone or written communication and 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 - Manage the day to day running of the Customer Care office. Ensure customer letters and emails are replied to ideally within a 24 hour period but no longer than 2 days. Ensure all telephone calls wherever possible are dealt with within 24 hours of being received. Deal with any customer issues that have been escalated. Monitor operational performance figures and produce written monthly reports with recommendations for improvements or maintenance of such performance indicators. Ensure that all reported customer defects are dealt with in a cost effective, timely and professional manner to the satisfaction of the customer. Monitor and manage work through to completion. Liaise with the customer on telephone calls that have been escalated by the Customer Care administrators, Ensure that any problems or incomplete work are reported to the Regional Customer Service Director immediately. Identify trends in respect of complaints and defects and report to the Regional Customer Service Director. Liaise with other departments within the region to ensure customer issues are dealt with in a timely manner. Ensure that all NHBC resolutions are escalated and communicated appropriately. Ensure all NHBC Insurance Claims are resolved in line with the NHBC's recommendations. Ensure that all costs are recovered directly from the NHBC, as Vistry Homes are a registered Remedial Works Contractor. Provide support/cover for the Regional Customer Service Director as required - this will include but is not limited to Personal Assistant responsibilities, providing reports and going back to cutomers, keeping on top of social media responses and signing invoices off on COINS. Attend and chair departmental meetings as required. Ensure all relevant stakeholders are informed of key departmental developments Competencies - 5 GCSEs or equivalent including Maths and English 2 years experience working within a similar role Relevant management experience Good understanding of Microsoft Office, Excel, Outlook Ability to handle complaints and difficult situations Good planning and organisational skills Problem solving and decision making skills A polite, tactful and assertive attitude Patient and calm under pressure Excellent communication skills Team working Behave in line with our values Willing to work extra to meet deadlines as and when the business needs require itDesirable: NVQ Levels 3 & 4 in Customer Services Experience working for a residential house builder ideally within the customer facing environment Experience of working with construction site personnel 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 Sharesave scheme Support with a professional membership