Vistry Group PLC
Customer Service Coordinator
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Customer Service Coordinator
Customer Service Coordinator – Milton Keynes
Role Overview
In a nutshell... We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry Northern Home Counties, at our Milton Keynes office.
As our Customer Service Coordinator, you will:
- Liaise with customers, partners, technicians and subcontractors
- Ensure the completion of customer service cases within timely manner and during Service Level Agreements (SLAs)
- Handle customer concerns via telephone or email
- Appoint contractors to address snagging or defects on homes
We value in-person collaboration and a strong team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how they could be accommodated.
What’s in it for you?
Our benefits include:
- Competitive basic salary and annual bonus
- Salary sacrifice car scheme available to all employees
- Up to 39 days annual leave + bank holidays
- 2 Volunteering days per annum
- Private medical insurance (with employee contributions)
- Enhanced maternity, paternity, and adoption leave
- Competitive pension scheme via salary sacrifice
- Life assurance at 4x your annual salary
- Share save and share incentive schemes
- December company shutdown
- Employee rewards portal with additional benefits
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What we’d like from you
Behaviours and expectations:
- Align with our company values: Integrity, Caring, and Quality
- Ideally have prior experience in a residential house builder, particularly in a customer-facing role
- Preferably worked in a fast-paced industry before
- Strong Microsoft Office skills, including Excel, Outlook
- Complaint handling and conflict management capability
- Patience, calmness under pressure required
- Problem-solving and decision-making skills
- Polite, tactful, and assertive personal approach
- Excellent communication skills
- Strong teamwork and collaborative mindset
Key Responsibilities
- Handle and resolve customer service matters through phone, email, ensuring responses stay prompt, organised, and within SLAs
- Issue instructions to subcontractors, and follow up for prompt resolution of issues
- Track outstanding remedial works and intervene to ensure completion within 28-day periods (wherever possible)
- Maintain a customer-centric focus, showing understanding and empathy toward homeowners
- Build strong relationships with internal departments, ensuring proactive communication
- Perform general administrative tasks, including maintaining evaluation of the customer service database
- Monitor KPIs to align with company standards
- Compliance with Health and Safety policies
- Collaborate as part of a broader team
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About Vistry
At Vistry, our mission goes beyond construction—it’s about driving responsible development. As an award-winning housing developer and employer, we embed our ethos of integrity and sustainability in everything we do.
Our core values of integrity, caring, and quality shape how we work. Together with Bovis Homes, Linden Homes, and Countryside Homes, we form a largely partnership-based UK builder operating under Vistry’s umbrella.
Key strengths of Vistry:
- Leading UK developer with a five-star HBF Customer Satisfaction rating
- Part of the UK Green Building Council
- Top Employer, Global Inspiring Workplace, and Best for Talent Award
- Functions through partnerships covering construction and manufacturing
Join us in making Vistry—because we believe in shaping communities for life.
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