Further Details about the Apprenticeship Role
* Reports to: Senior Customer Care Manager (for on-the-ground delivery) and Head of Customer Insight & Strategy (for reporting and analysis)
* Position term: Up to 19 months (duration of the Level 4 Quality Practitioner apprenticeship)
What is a Quality & Customer Care Executive?
When a new home is built, there is a critical period between the contractor finishing construction and a resident moving in. This role sits at the heart of that process.
You and the wider Conductor CX team will be responsible for ensuring new homes are delivered to the standard they should be, inspecting apartments, managing issues, keeping systems up to date, holding contractors to account, and making sure residents receive clear, consistent communication throughout.
It is a hands‑on, site‑based role that combines quality assurance, customer service and operational delivery, underpinned by a structured apprenticeship in quality management. No two days are the same. This role is well‑suited to someone who is interested in residential property and the built environment, enjoys both process and people, and wants a career path that is grounded in doing things properly.
About Conductor CX
We are a London‑based consultancy and delivery partner who support residential property developers, investors and operators to deliver high‑quality homes and exceptional customer experiences. What makes us unique is that we are the conduit between the developer, contractor and customer – bringing together strategy, operational delivery and quality assurance, with the purpose of ensuring quality and care for every home and every resident.
Training Course
Alongside the Quality & Customer Care Executive role you will study a Level 4, Quality Practitioner training course (https://www.qualitrain.co.uk/quality-practitioner-apprenticeship-level-four). Below is a brief overview of the course:
* 12 areas of learning (“duties”: Quality Strategy & Deployment; Quality Outputs & Measures; Supplier Performance Measures; QMS Policies, Procedures & Processes; Auditing, Non‑Conformance & Corrective Actions; Quality Inspection, Verification & Validation; Quality Control & Assurance Plans; Quality Performance Improvements, Data & Reports; Quality Mentoring & Guidance; and Quality Risk Management)
* Duration: 13 months of training, followed by the End‑Point Assessment (EPA, 6‑month timeframe for completion)
* Delivery format: Online, 1 day every 2 weeks, with 24 days of training in total
The Role – Key Objectives
* Help to ensure that new homes are inspected, snagged, maintained and ready for handover to the standard that residents expect, in line with our quality assurance processes
* Deliver exceptional customer care to our residents, from pre‑completion communications to ongoing aftercare throughout their defect liability period (DLP)
* Help to control operational risk and compliance in unoccupied and occupied homes
* Assist with continuous improvement across the project by identifying process delivery gaps and developing practical improvement plans
* Help to manage maintenance teams and supplier performance to ensureconsistent delivery against agreed standards
* Report and communicateclearly and consistently to all key stakeholders
The Role – Key Daily Responsibilities
* Assist with the preparation and setup of apartment handovers, flushing, cleaning and void unit Mechanical, Electrical & Plumbing (MEP) maintenance and handyperson services
* Review Operation & Maintenance manuals (O&Ms) for the project
Quality Assurance & Apartment Readiness
* Assist with benchmark apartment inspections
* Pre‑completion inspections (snagging and functionality testing)
* Ensure apartment readiness for completions & handovers
* Validating snags & defects in line with build requirements and benchmarking standards
* Log, track and manage the close‑out of snags and defects within agreed contractor Service Level Agreements (SLAs) and in line with the expected standards
* Serving formal notice on contractors when not meeting SLAs
CRM & Data Management
* Maintaining accurate, up‑to‑date records on Customer Relationship Management (CRM) and defect management systems
* Track performance of subcontractors and maintenance partners (against agreed SLAs and quality standards, first‑time fixes)
Customer Care
* Maintaining customer satisfaction levels by effectively delivering upon all customer care functions
* Responding to homeowner queries
* Confirming contractor attendance and access requirements
Maintenance & PPM Coordination
* Booking and overseeing delivery of maintenance team works (cleaners, handypeople, MEP contractors)
* Managing (booking in and tracking the completion of) Planned Preventative Maintenance (PPM) schedules
Compliance & Audit‑Readiness
* Void unit weekly flushing programme delivery oversightEnsuring compliance logs are complete
Risk & Continuous Improvement
* Identify and analyse process delivery gaps (i.e. snag & defect trends, contractor performance – against agreed SLAs)
* Propose and develop improvement strategies, for review by internal stakeholders (Head of Customer Care)
* Communicate improvement plans to internal Conductor CX Team
Reporting & Stakeholder Communication
* Weekly reporting to key stakeholders on key performance metrics
Key Skills & Attributes
Personal
* Personable
* Detail oriented
* Analytical and problem‑solving mindset
* Easily adaptable
* Presents with integrity & professionalism
* Desire for continuous improvement
Work‑based
* Enjoys the idea of: Data handling & reporting; Delivering & improving processes; Identifying & mitigating risks; Auditing & compliance
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