Head of QA & Customer Service

In a Nutshell…

We have a new opportunity for a Head of Quality Assurance & Customer Service to join our team within Vistry Services, at our Brentwood office. As our Head of Quality Assurance & Customer Service, you will be accountable for driving the ongoing development of operational requirements, process and technology required to ensure delivery of efficient and effective 5* service.  You will interface with residents, client’s representatives / tenants, and consultants across the business output, including existing homes, affordable housing and PRS sales. 

You will also be responsible for the management and administration of the Special Projects Quality Assurance system (R-Drive) and Customer Service, ensuring that regular audit, management review and divisional quality objectives are achieved to facilitate continuing business operations.

You will provide assistance to business unit employees in the understanding and operation of the R-Drive system, and the compliance requirements.

You will also audit the Quality Assurance System to ensure compliance with ISO 9001:2015, 14001 & 18001/45001 formulate and manage the audit programme, arrange regular auditing in accordance with our accreditation requirements, liaise with the BSI Auditor when carrying out their external audit, carryout third party audits of key members of our supply chain, ensure all new starters are inducted into the Quality System and existing employees are informed of the revision of procedures and assist with the general administration of the Quality Management System.

Let’s cut to the chase, what’s in it for you…

• Competitive basic salary and annual bonus
• Company car, car allowance or travel allowance
• 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
• Experience working in a Senior Customer Services and/or Quality Assurance role in the construction industry
• Full understanding of the end-to-end customer journey and the role of Customer Service
• Experience of people and change management
• Knowledge of structural warranty provider policies, Consumer Code and company policies
• Good understanding of building regulations and legal obligations
• Strong Commercial and Financial understanding
• Proven background in delivery of outstanding Customer Service
• Good planning and organisational skills
• Detailed knowledge of a Quality Control process
• Experience of implementing QA procedures in the construction industry
• Good understanding of Microsoft Office, Excel, Outlook and Dynamics
• Ability to handle complaints and difficult situations
• Decision making/problem solving/multi-tasking
• A polite, tactful and assertive attitude
• Patient and calm under pressure
• Excellent communication skills
• Ability to create strong team working
• Excellent customer and stakeholder management skills
• Willing to work extra to meet deadlines as and when the business needs require it
• Willing to travel to sites visiting customers, when the business requires (even during unsociable hours from time to time)

Desirable…

• Formal Construction qualification (HNC or Degree level)
• Member of the Chartered Institute of Builders (CIOB)
• NVQ Level 5 in Customer Services or ICS Customer Service Qualification or equivalent
• Demonstration of a career within the construction industry or hold relevant qualifications along with experience
• Relevant industry standard training (first aid, scaffold appreciation etc.)

More about the Head of Quality Assurance & Customer Service role…

• Lead the Customer Service team, fostering a strong team ethos of accountability and responsibility placing the customer at the forefront whilst ensuring the department operates efficiently and cost effectively.
• Ensure that processes are in place to drive customer satisfaction scores, working with all teams across the business to deliver excellent 5* service (or equivalent) and drive service improvement in line with BU targets.
• Liaise with the Commercial department to ensure specified products have warranties comparable with the Company’s liabilities and that contractor and supplier performance meets aftercare requirements.
• Ensure all departments are fully informed and provided with required information to support customer satisfaction.
• Own and lead the implementation and change management of processes, procedures to ensure continuous improvement within the service. Working as the SME for all service systems and process changes required.
• Respond to purchaser’s / client representative complaints/queries, assessing the necessary remedial works, and ensuring the complaints are reported, managed, and responded to in line with company and required external body processes and timeframes.
• Ensure consistent seamless handover throughout the customer journey.
• Take ownership for ensuring all BU data is accurate, working across the functional teams as required to ensure this is in place.
• Overall Responsibility for Risk and Health and Safety throughout the defects period, during any works within customers’ homes.
• Manage Customer Service budgets including day to day spend, major defects and repairs, latent defects, compensation awards, complete forecasting and set annual budgets.
• Manage the handover from Build to Customer Service, ensuring proactive communication and updates with the progress of issues raised.
• Manage sub-contractors/suppliers etc., in all customer service matters and ensure performance is driven to meet required SLA’s.
• Attend or ensure attendance at DLP close out inspections for properties over two years old when required.
• Ensure statutory requirements are met, working relevant stakeholders, such as NHBC, gas safety, fire safety, electrical safety and records are always kept up to date to ensure 100% compliance.
• On contracting schemes be responsible for recovery of retentions from clients.
• Ensure that all projects are inspected on completion and sub-standard properties are re-inspected and certified as complete, as determined by regional processes.
• Review data/reports and ensure progression of remedial actions.
• Seek solutions to re-occurring problems and drive the improvement.
• Manage the implementation of BU compliance audits with all staff in accordance with the divisional audit programme formulated in agreement with the Managing Director.
• Issue an audit report for each audit undertaken detailing the findings of the audit and details of any non-conformance, variations or observations identified and summarise the root cause of an audit finding.  Carry out follow up audits to verify that corrective action has been implemented as requested.
• Liaise with the Human Resources Department within each business unit monthly to ascertain number of new starters. Liaise with HR & Department leads to carry out introduction to BMS training & Line Manager induction training into the Quality Management System within proscribed periods of commencement of employment.  Liaise with the BU leads to arrange the induction all relevant employees upon revision of procedures.
• Assist with and implement amendments to the Quality Manual and Forms. Issue notification receipts to all staff and administer receipt of same.
• Assist in the collation of information to carry out trend analysis to predetermined practices to demonstrate continual improvement. 
• Assist the BU in verification of the suitability of Subcontractors and Suppliers included upon the Subcontractor and Suppliers Register via random audit.
• Carry out compliance audits of the 4Projects filing structure and assist in the promotion of 4P to all departments. Report on progress of site and ensure that all information is stored on 4 Projects. Meet the 4 projects leads twice yearly and attend seminars to get latest updates on what the system updates are, then feedback to BU’s.
• Collate all the required information from each business unit timeously to enable the Regional Board Report to be formulated monthly.
• Issue change alerts to all staff and administer receipt of same.
• Comply with Company’s Business Management Procedure generally.
• Assist in the delivery of training updates to staff on changes that may occur, including refreshers on our BMS.
• Ensure feedback / possible improvements on the BMS & 4 Projects systems are communicated to the Partnerships Divisional Board.
• Assist all Southern Business units in promoting/developing best practice and sharing knowledge
• Assisting business units in the use of BMS system.
• Report all breaches of Health and Safety Rules and Regulations to the appropriate Manager.
• Manage the completion of QA process from end to end.
• Compiling and issuing of regional board reports and regular KPIs or updates.
• Ensure all identified non-conformances are closed out within the stipulated time scale.
• Issue monthly non-conformance summary reports together with the required information for the board report.
• Issue R-Drive audit reports.
• Collate information from all departments to ensure compliance to the requirements of the system.
• Work with business unit to identify best practice and share lessons learned.

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 empowerus 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.  

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