Customer Service Coordinator

Role overview

• ID: 2024-6709
• Entity: Vistry
• Region: Vistry Cotswolds
• Department: Customer Service
• Contract Type: Permanent - Full Time
• Job Location: Cheltenham, Gloucestershire
• Date Posted: 23.12.2024

We have a great opportunity for a Customer Service Coordinator to join our team within Vistry West, at our Cheltenham office. As our Customer Service Coordinator, 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, delivering the Vistry commitment to the customer journey.

We are pleased to say, this role could accommodate agile working arrangements in accordance with Vistry’s Agile Working Policy and subject to business need.

• Let’s cut to the chase, what’s in it for you...
  • Competitive basic salary and annual bonus
  • Salary sacrifice car scheme available to all employees
  • Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
  • 2 Volunteering days per annum
  • Private medical insurance, with employee paid cover
  • Enhanced maternity, paternity and adoption leave 
  • Competitive pension scheme through salary sacrifice
  • Life assurance at 4 x your annual salary
  • Share save and share incentive schemes
  • Employee rewards portal with many more benefits...
• In return, what we would like from you...
  • Behave in line with our company values – Integrity, Caring and Quality
  • 5 GCSE’s or equivalent including Maths & English
  • Previous experience working within a similar environment
  • Good understanding of Microsoft Office, Excel, Outlook
  • Ability to handle complaints and difficult situations
  • Good planning and organisations skills
  • Problem solving and decision making skills
  • A polite, tactful and assertive attitude
  • Patience and calmness under pressure
  • Excellent communications skills
  • Good team working skills

  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.
• More about the Customer Service Coordinator role...
  • Keep purchaser’s plot file information up to date.
  • Keep purchasers, Customer Service Manager, and Subcontractors up to date at all times as appropriate.
  • Record receipt of all purchaser’s correspondence and respond within 5 working days.
  • Record receipt of all purchaser’s telephone calls and return a courtesy call on the same day.
  • Issue instructions to Sub-contractors.
  • Monitor and update NHBC claims if appropriate.
  • Assist cost monitoring.
  • Follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28 day period.
  • 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.
  • Work directly with Customer Service Manager to assist management of large scale works.
  • Produce accurate and timely job sheets for sub-contractors.
  • Chase sub-contractors as appropriate to ensure target dates are met.
  • Issue contra charge notifications to sub-contractors.
• 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,â¯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-TP1

Benefits

Agile Working

Offers a flexible way of working.

Annual Leave

Enjoy 28 days’ holiday plus all UK Bank Holidays. There are options to carry leave forwards and buy up to 5 days.

Pension with Legal & General

Eligible employees are auto-enrolled. You contribute 4%, we contribute 6%. Salary Sacrifice and options to increase contributions available.

Volunteer Days

With 2 paid volunteer days a year, you can give back to communities and charities.

Why Vistry

Joining Vistry is just the start of building your perfect career. In return for your passion and skills, we invest in your future, providing all the support and training you need to thrive in your career and realise your potential. Our work is rewarding in itself, but we also offer a range of financial, lifestyle, health and wellbeing benefits, plus plenty of recognition incentives. We value you and everything you help us build as we make Vistry together.