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Senior Customer Service Manager - Flexible Working Available

Employer
Willmott Dixon
Location
Bristol
Salary
Negotiable
Closing date
18 Apr 2021

Job Details

We understand how important our Customer Aftercare team are, so we are expanding the team and recruiting a Senior Customer Service Manager to support our customers throughout North Somerset and Gloucestershire. At Willmott Dixon we are committed to developing strong, open and transparent relationships with our customers.

As a member of the quality and customer service team and your role will be to astonish our customers by providing an efficient and professional aftercare service. No two days will be the same as you travel between projects meeting with customers and building users to ensure they understand how to run their buildings effectively and resolving emergent defects. You will also be responsible for leading on latent defects, designing and implementing a structured investigation and plan for resolution, being commercially astute and keeping the customer happy.

You will support our customers over a large range of sectors including (but not limited too) -Residential, Education, Blue Light, Leisure and Healthcare with projects mainly ranging from £6m to £40m.

Reporting to the Head of Customer service you will be responsible for:

  • Managing the overall defect process on all projects, liaising with the operational teams and always keeping the customer informed.
  • Ensuring defects are dealt with as expediently as possible with minimum cost to us and minimum inconvenience to our customers,
  • Ensuring relevant close out of defects at the end of DLP with a focus on timely MGDC and retention release.
  • Ensuring lessons learnt are shared within the business so we can deliver the perfect product for our customers
  • Cultivating good working relationships and a one team approach with our supply chain partners who are undertaking remedial work
  • Managing latent defects by implementing structured investigations, reviewing contractual agreements and programming a resolution
  • Working with the Customer Services Administrator to ensure all defect trackers ae continually up to date and anything overdue is actioned as quickly as possible ensuring KPI's are met
  • Providing monthly updates in relation to retention and defects updates
  • Identifying health and safety high risk activities and managing accordingly

Essential and Desirable Criteria

Proven experience of:

  • Working within the construction industry as a Trades / Site Manager, or in customer care.
  • Health and safety awareness
  • Being self-motivated
  • Building relationships with the ability to create win-win relationships

In return

We reward our people generously with a competitive package that gives you flexible benefits to fit your lifestyle and priorities. This includes but is not limited to, an enhanced pension scheme, discounted or full private medical, life assurance, incentive bonus and a car scheme which will make us a market leader in sustainable company travel. Applicable roles will benefit from a motoring expenditure allowance (MEA) and everyone can access a new generation of low carbon and electric cars via the Willmott Dixon run car leasing scheme.

 

Additional Information

At Willmott Dixon we provide an inclusive and flexible working environment for people to thrive in and we are happy to support agile working wherever possible.

We are a proud member of the Disability Confident Scheme.

 

About Us

With over 160 years of rich history, Willmott Dixon's purpose is beyond profit; delivering brilliant buildings, transforming lives, strengthening communities and enhancing the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and solid privately owned business where our people can thrive within.  

Construction is changing and we are at the forefront of that change. Pioneering new ways to build, innovating the way construction is viewed and establishing ourselves as one of the top employers in any industry. It truly is an amazing company in one of the most exciting industries with a vast array of professional career paths. Adding to that our numerous people awards, we understand everyone has a unique potential and ability to make a difference and succeed; if you want your skills developed and talent recognised, why not join our business!

 

Company

Willmott Dixon is the 2nd largest capital works, regeneration and support services. We pride ourselves on our long history, and in being a sustainable company which respects and care for people in the wider environment.

View Our Top Employer Page 

 

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