Current Vacancies

We have an opportunity for an Operations Manager to support our Customer Service team and contractors in providing solutions and ensuring delivery of remedial work to our customers to timescale and standard. This post will be based from our Bedford office in the Eastern region. This is a fixed term contract of 12 months.   This post will be on our sites, managing trades/contractors and ensuring remedial work is carried out to time and speification. Aim of the post To support the business in maintaining high levels of customer satisfaction throughout the customer journey. To proactively manage projects and dissatisfied customers through to resolution and enhance the company reputation whilst being conscious of costs. Provide industry knowledge and support to the customer services team to achieve the right resolution for our customers and ensure solutions are delivered. Main Duties Ensure compliance with company Health and Safety procedures Proactivly engage and work with the NHBC to resolve resolution and insurance claims through to completion Meet with customers face to face and manage customer snagging and defects through to completion in line with the New Homes Quality Code Provide feedback reports to Head of Customer Services on common defects, poor performance detail and poor supply chain performance Contribute to the departments targets and objectives as defined and agreed Prepare and issue detailed inspection reports with photos in a timely manner Supporting with improvement plan for the 5 star customer satisfaction status inline with the new combined HBF rating Liaison with other departments, such as construction, sales, technical and commercial to achieve the right resolution for our customers Involvement in the handover of common spaces to management companies Support with Housing Association relationships, by attending 12-month inspections and monitoring completion of issues within agreed timescales This job description is not a definitive list of duties.  It provides an outline of Key Performance Indicators required for this position. The job holder may be asked to undertake other duties to meet business requirements

We have a vacancy for a Customer Services Coordinator We have a new opportunity for a Customer Services Coordinator to join our Western Regional team, based from our Exeter Office as a result of internal development. The aim of the role is to provide a professional, positive and enthusiastic service to our customers Duties will include: Provide an excellent Customer Journey process – Including courtesy calls, site progress and customer satisfaction Being responsible for ensuring defects are attended to in a reasonable timescale Promote a culture of cost control and recovery on site through specification of works and adherence to contract charge procedures Specify remedial works, allocate appropriate subcontractors and supervise this up to completion Prepare and submit progress reports to the Head of Customer Services Support in new ideas/ procedure to improve the quality of after care service and Customer Journey Help continuous improvement in customer satisfaction ratings

Role Overview The Group Customer Resolutions Manager role is a key position within the customer experience framework, providing governance, and coordination across the business. Success in the role will be demonstrated through improved complaint management, stronger NHQB compliance, reduced escalations, better customer communication, and effective collaboration with internal and external stakeholders. To ensure no customer complaint or NHBC Resolution Service case is allowed to drift, every case should have a clearly defined status, agreed next action, responsible owner and target timescale, with customers kept fully informed throughout. The role will ensure complaints are managed in accordance with the New Homes Quality Code, internal policies and NHBC requirements, while providing the business with complete visibility of progress, performance, risks and resolution outcomes.  Key Responsibilities Act as the primary point of contact for customers throughout the complaints and oversee the NHBC Resolution Service process. Manage customer complaints in accordance with the Company's Complaints Policy, the New Homes Quality Code (NHQB) and all agreed service standards. Coordinate all NHBC Resolution Service cases, ensuring responses, evidence and remedial actions are submitted within NHBC timescales. Log, maintain and monitor all complaints and NHBC cases from initial notification through to final resolution. Maintain an accurate tracker detailing case status, progress, outstanding actions, responsible owners, key milestones and agreed timescales. Ensure customers receive regular, personalised updates that clearly explain progress, next steps and expected completion dates. Monitor compliance with the NHQB throughout the customer journey, ensuring complaints are handled fairly, consistently and within the Code requirements. Proactively chase outstanding actions to ensure complaints and NHBC cases continue to progress and are not allowed to stagnate. Coordinate responses to NHBC reports, Resolution Service findings and technical recommendations. Maintain complete records including correspondence, photographs, inspection reports, quotations, invoices, technical reports and meeting notes. Record complaints involving MPs, councillors, the NHBC, Consumer Codes and other external organisations, ensuring enquiries are responded to promptly. Analyse complaint trends, recurring defects and NHBC decisions, identifying opportunities for continuous improvement across the business. Produce regular management information covering complaint volumes, NHBC cases, ageing, performance against KPIs, escalations, themes and outcomes. Undertake any additional administrative duties to support the effective operation of the Group Customer Service function.

We have an exciting opportunity for a Customer Service Field Manager to join a friendly team working from our Northern region, covering our site in various sites across the West and East of the North of England on a fixed term basis.   The purpose of the role will include: Monitoring and controlling the costs of remedial works. Co-ordinating labour and resources, and to proactively schedule in trades to ensure optimum service. Liaising proactively with other internal departments, external suppliers to ensure the remedial programme of works is achieved with minimal disruption to our home owners. Ensuring compliance to the company Health & Safety standards and processes, NHBC Standards, building regulations and overall quality standards. You must have a real passion for quality and customer satisfaction.Showing a good behavioural example in all aspects of health and safety, organisation, conduct, quality of work, and professionalism.