Role overview ID: 2025-7075 Entity: Vistry Services Region: Vistry Services Department: Customer Service Contract Type: Permanent - Full Time Job Location: Brentwood Date Posted: 07.04.2025 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