Customer Care Engineer

The Garten Group; Greater London; On-site; GBP 45,000 - 48,000; Full time

Job summary

An established industry player in the residential sector is seeking a dedicated Customer Care Engineer/Field Service Technician to join their high-calibre team. This role involves addressing warranty and snagging issues in new build homes, ensuring customer satisfaction while maintaining high-quality standards. You'll work closely with coordinators, supervise contractors, and manage communications with residents. With a competitive salary and a supportive environment, this position offers a fantastic opportunity to grow your career in a reputable company known for its commitment to excellence in the Greater London area.

Benefits

Company van

Trades card for purchasing materials

Competitive salary

Additional pay for occasional Saturdays

Qualifications

• Recognized trades qualification at NVQ Level 3 or equivalent.
• Experience in customer service or warranty repairs is advantageous.

Responsibilities

• Manage warranty, defect, and snagging requests under new build warranty rules.
• Supervise contractors and ensure high-quality standards on site.
• Communicate with residents to manage issues through to resolution.

Skills

Customer service

Attention to detail

Proficiency in hand and power tools

Communication skills

Ability to work independently

Education

NVQ Level 3 or equivalent

Tools

Power tools

Job description

You will like

Fixing snagging/warranty issues in new build homes for a reputable developer in the Croydon area. You can be proud to work as part of a high-calibre team for this award-winning contractor with approximately 50 years of experience building in the high-quality residential sector in Greater London.

You will like

The role of Customer Care Engineer/Field Service Technician involves handling warranty, defect, and snagging requests under new build warranty rules, either by fixing issues yourself or supervising contractors to meet contractual obligations and ensure customer satisfaction. Specifically:

• Work closely with the Customer Care (CC) office coordinators to manage reported issues and assist CC staff in understanding the requirements for issue resolution.
• Assist in organizing materials and estimating additional labor, ensuring all issues are effectively addressed after receiving approval from the Senior Customer Care Engineer and Senior Customer Care Coordinator.
• Inspect issues firsthand to clarify and arrange necessary remedial actions at allocated sites.
• Carry out works related to latent defects.
• Attend inspections with clients and contractors when necessary.
• Supervise contractors and additional engineers on site, including inspecting completed works to ensure high-quality standards.
• Communicate with residents to manage issues through to resolution.
• Attend client meetings prior to project handovers to familiarize with schemes and introduce the site-specific engineer, promoting clarity and confidence.
• Update the Senior Customer Care Engineer and Coordinators on all issues, providing detailed actions and photographic/video evidence where possible.
• Maintain regular contact with the Customer Care office staff to provide updates and requirements.
• Participate in inspections with clients and their representatives as required.
• Provide weekly progress updates on all current and latent defects, ensuring accurate logging on the database.
• Provide sign-off sheets for completed repairs.
• Procure materials and advise on additional actions needed, including contractor follow-ups and additional works.
• Supervise contractor attendance and repair strategies, especially when follow-up works involve technical issues and additional costs.
• Assist other engineers or parts of the business as needed to ensure effective issue resolution.
• Maintain a professional appearance and ensure vehicles are in excellent condition.
• Attend training courses to comply with health and safety regulations and licensing requirements.
• Participate in investigations related to latent defects and carry out repairs as necessary.
• Attend team meetings as required.
• Keep vehicles clean, tidy, and presentable at all times.

Working hours are Monday to Friday, 8 am – 5 pm, with occasional Saturdays (paid additionally).

You will have

To succeed as a Customer Care Engineer/Field Service Technician, you should have:

• Recognized trades qualification at NVQ Level 3 or equivalent.
• Experience in completing repair or maintenance tasks.
• Experience in customer service or warranty repairs within new build housing is advantageous.
• A full clean UK driving license.
• A positive ‘can-do’ attitude.
• The ability to work independently or as part of a team.
• Great attention to detail.
• Proficiency in using hand and power tools.
• Comfort with using step ladders and access platforms.
• Good communication and customer service skills.

You will get

A competitive salary of £45,000–£48,000 plus a van and a fantastic package. The van is provided (not for personal use). You will need to supply your own tools but will be provided with a trades card for purchasing materials, which will be expensed.

You can apply

Apply as a Customer Care Engineer by clicking the button on this job posting (recommended), or send your CV in confidence to UK_MS.