Customer Service Team Leader

In a Nutshell???

We have a great opportunity for Customer Service Team Leader to join our team within Vistry Partnerships East Midlands, at our Leicester office. As our Customer Service Team Leader, you will be responsible for dealing 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.

Let's cut to the chase, what's in it for you???

Competitive basic salary and annual bonus
28 days annual leave plus bank holidays, and the option to buy up to 5 days per annum
Free private healthcare from your start date
Company contributory pension scheme
Life assurance - 3 x your annual salary
Sharesave scheme
Cycle to work scheme - up to GBP3000
Support with a professional membership
Denplan, GymFlex and many more???In return, what we would like from you???

Behave in line with our company values - Integrity, Caring and Quality
Relevant management experience within a similar environment / industry
Good understanding of Microsoft Office, Excel, Outlook
Ability to handle complaints and difficult situations
Good planning and organisational skills
Ability to forward plan and look ahead
Problem solving and decision-making skills
A polite, tactful, and assertive attitude
Patient and calm under pressure
Excellent communication skills
Team working skills including remote workersDesirable -

Experience working for a residential house builder ideally within the customer facing environment
Experience of working with construction site personnel
Basic understanding of building regulations, new home warranties and other relevant legal obligations

More about the Customer Service Team Leader role???

Manage and allocate workload to directly employed trades, currently 2 in number, including booking appointments with customers.
Direct supervision of Customer Service Advisors and directly employed trades.
Hold introductory meetings with our Housing Association clients, and interim meetings on request.
Arrange and manage the end of defects inspections with our Housing Association clients, normally at 12 months after completion.
Oversee the rectification of defects within agreed KPIs.
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, recognising when to escalate within the department.
Liaise with the customer on telephone calls that have been escalated by the Customer Service Advisors.
Ensure that any problems or incomplete work are reported to the Head of Customer Service immediately.
Identify trends in respect of complaints and defects and report to Head of Customer Service.
Liaise with other departments within the region to ensure customer issues are dealt with in a timely manner.
Ensure any NHBC Claims are resolved in line with the NHBC's recommendations.
Provide support/cover for the Head of Customer Service as required.
Ensure all relevant stakeholders are informed of key departmental developments
Manage the recruitment and induction of new employees in line with Company best practice guide.
Conduct half yearly and annual appraisals with staff and liaise with Group HR to address development needs.
Manage disciplinary and grievance situations in line with Company policy with assistance from Group HR.
Manage and report all absences in accordance with Company policy.
Ensure that employees are not discriminated against or harassed or bullied at any time.
Ensure you understand the Company's health and safety policies and procedures observe them at all times.
Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.
Attend all health and safety training as required by the Company.Finally, let's tell you 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