Overview
We have an exciting opportunity for a Customer Service Technician to join our 5 star team within Vistry Cotswolds, at sites across the region with head office in Cheltenham. As our Customer Service Technician, you will rectify defects reported by purchasers, including carpentry, decorating, making good, mastic and general maintenance. Our directly employed maintenance operatives work closely with the office customer service team to provide excellent customer service and resolutions to issues that are common in new build homes. We value in-person collaboration and team culture, and we’re also committed to supporting flexible working where possible.
Responsibilities
* Plan diary and work schedule using weekly job sheets
* Return all job sheets to Coordinators within 3 days
* Carry Vistry identification when visiting customers
* Complete all administration and documentation accurately and timely, including job sheets for emergencies
* Support site teams as needed
* Act as a triage service for items reported
* Ensure defects are dealt with in a cost-effective, timely and professional manner to the purchaser’s satisfaction and under the direction of the Customer Service Manager
* Liaise with purchasers as required
* Ensure materials are available at the start of jobs
* Report any problems or incomplete work to the Customer Care Co-ordinator promptly
* Inform the Customer Service Manager and Co-ordinator of any issues or need for a specialist contractor
* Complete customer defects within 28 days or as soon as reasonably possible
* Report defects not completed within 28 days to the Customer Service Manager/Director
* Maintain professional and courteous conduct when visiting a customer’s property
* Wear the correct uniform and PPE
* Take precautions to minimise disturbance and protect the customer’s property
* Carry out work safely, with awareness of customers and any children present
* Use substances hazardous to health only in accordance with COSHH assessments
* Ensure electrical equipment is regularly tested
* Ensure van loads are within safe working limits
* Attend health and safety and other training courses as requested
* Read and observe the Company’s health and safety policies and procedures
* Report accidents or near misses immediately
* Keep the workplace tidy and report hazards
* Wear appropriate protective clothing on site
* Attend all health and safety training as required
Qualifications and Requirements
* Behave in line with company values – Integrity, Caring and Quality
* Educated to GCSE/GCE standard in Maths & English, and/or
* BTEC diploma in Building Construction or an NVQ Level 2 or similar, or
* City & Guilds in relevant trade
* Valid CSCS card
* Driving license
* Proven experience working for a residential house builder as an assistant site manager or materials controller or trades
* Detailed understanding of NHBC customer handover requirements
* Good understanding of Microsoft Office, Excel, Outlook
* Ability to handle complaints and difficult situations
* Multi-trade skills including Carpentry and internal/external door adjustment, decorating (emulsion and oil-based paints), basic tiling, mastic work, repair of plasterboard issues, basic plumbing understanding
* General knowledge of construction
* Good planning and organisational skills
* Problem solving and decision-making abilities
* Polite, tactful and assertive attitude
* Patience and calmness under pressure
* Excellent communication skills
* Good team working skills
* Willing to work extra hours to meet business needs
Desirable
* NVQ levels 3 & 4 in customer services
* Working towards or completed ONC/HND in Construction
* Completed internal development programmes
* Career within the construction industry or relevant qualifications with experience
* Relevant industry standard training (CDM, first aid, scaffold appreciation, lifting operations)
* Good understanding of building regulations and legal obligations
More about the Role
* Use weekly job sheets to plan and update the diary and schedule
* Submit completed job sheets to Coordinators within 3 days
* Maintain Vistry identification during customer visits
* Complete administration and documentation accurately, including emergency job sheets
* Support site teams as needed
* Act as a triage service for reported items
* Ensure defects are addressed cost-effectively and promptly to purchaser satisfaction
* Coordinate with purchasers as required
* Ensure materials are available at job start
* Report problems to the Customer Care Co-ordinator promptly
* Inform management of issues requiring specialist contractors
* Complete defects within 28 days or as soon as reasonable
* Report any delays to the Customer Service Manager/Director
* Maintain professional conduct and protect customer property
* Wear appropriate PPE and maintain safety standards
* Adhere to COSHH when handling substances
* Follow company health and safety policies and training
* Keep the workspace tidy and report hazards
About Vistry
We build more than homes. We are a responsible developer and award-winning employer with a focus on integrity, caring and quality. We operate under renowned brands including Bovis Homes, Linden Homes and Countryside Homes, and work with Vistry Works and Vistry Services. We are a UK Green Building Council member and have recognition for customer satisfaction and workplace excellence.
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