JOB PURPOSE:
The job holder will act as the key co-ordinator, liaising between the construction team and residential homeowners, ensuring a high-quality customer experience from handover through the defect liability period and beyond. Working with Customer Operations Manager and trades team to ensure timely resolution of customer issues, managing aftercare services, and maintaining high standards of communication and customer satisfaction.
KEY RESPONSIBILITIES:
Property Handover Support
* Support site teams in preparing properties for handover.
* Conduct or assist with homeowner demonstrations and ensure comprehensive handover packs / Home User Guides are provided.
* Maintain accurate records of completed homes and handover dates.
Customer Care Coordination
* Manage and respond to customer queries, concerns, and defects post-completion.
* Log, track, and monitor all issues through House Builder Pro.
* Schedule and coordinate tradespeople or contractors to resolve issues in a timely manner.
* Keep customers regularly updated with progress on their reported concerns.
Defect Management
* Monitor the 2-year defect liability period and manage resolutions accordingly.
* Maintain strong relationships with site managers, subcontractors, and suppliers to ensure timely defect rectification.
* Escalate persistent or serious issues to management as required
Property Management
As part of team, oversee a property portfolio of 59 private rentals and 18 commercial rentals, ensuring they are well-maintained and compliant with regulations.
· Responsible for keeping properties compliant with Rent Smart Wales and other housing standards as per Managers guidance
· NWFE reviews for fire, lighting, alarms and extinguishers
· Conduct weekly fire drills, monthly smoke vent and emergency lighting tests and log details.
· Manage checks on lifts by Schindler
· Review and monitor British Gas Service Package
· Ensure annual property checks on properties are carried out by the Customer Operations Team.
Tenancy on-Boarding & Management
· Arrange for either self or one of the Customer Operation team to undertake "Move out day checks" on properties - picture taking / meter readings / inventory check and key collection
· Review deductions from deposits
· Advertise Properties on Open Rent for residential and BA Commercial for commercial rentals
· Arrange for defects and repairs to be carried out in readiness for new tenants
· Screen interested tenants
· Appointment viewings via OpenRent
· Referencing via OpenRent
· Credit Check via OpenRent
· Arrange for either self or one of the Customer Operation team to conduct "moving in day" checks -picture taking / meter readings / inventory checks/ handing over of keys/ complete New Tenant sheet.
· Update K&C Tenancy Log
· Handover Tenancy Packs
· Assist in managing tenancy agreements, renewals and inspections.
· Rent is collected by Finance team, assist with arrears letters.
Administrative Duties
* Maintain comprehensive and organised records of communications, inspections, resolutions, and feedback.
* Compile reports and metrics on customer satisfaction, response/resolution times, and common issues.
* Assist in developing processes and tools to improve customer service and defect tracking.
* Prepare and edit documents, reports, and presentations
Compliance & Quality
* Ensure all work undertaken complies with NHBC standards and company quality policies.
* Work collaboratively with construction, commercial and Finance
* Remain compliant with health & safety regulations.
KEY SKILLS & EXPERIENCE:
* Experience in a customer care, ideally within construction or housebuilding.
* Strong organisational and administrative skills.
* Excellent verbal and written communication skills.
· Ability to remain calm and professional when managing complaints or difficult situations.
· Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
· Friendly and professional demeanour.
· Ability to work independently and as part of a team.
· Be able to use their own initiative and have a flexible approach.
· Full UK Driving Licence.
· Familiarity with NHBC standards or similar industry regulations.
· Proficiency in Housebuilder Pro.
Working Hours: Monday to Thursday, 8:00 am – 4.00 pm, Friday, 8:00 am – 3.30 pm (flexibility required for Property visits and customer meetings)
If you are passionate about delivering outstanding customer experiences and want to be part of a forward-thinking company committed to sustainability, we invite you to bring your expertise to Pure Residential & Commercial Limited. Join us in shaping the future of sustainable living.
Job Types: Full-time, Part-time
Pay: £23,000.00-£30,000.00 per year
Expected hours: 30 – 37.5 per week
Benefits:
* Company pension
* Free parking
* Life insurance
* On-site parking
* Referral programme
Work Location: In person