Customer Care Engineer

Macstaff; London; On-site; GBP 45,000 - 48,000; Full time

Job summary

A leading contractor in Greater London is seeking a Customer Care Engineer/Field Service Technician to manage warranty and snagging issues in new build homes. In this role, you will coordinate with contractors, supervise repairs, and ensure customer satisfaction while adhering to high-quality standards. A competitive salary and comprehensive benefits package are offered.

Benefits

Comprehensive benefits package

Work van provided

Qualifications

• Experienced facilities or maintenance professional.
• Ability to work independently or as part of a team.
• Full UK driving license.

Responsibilities

• Managing warranty, defect, and snagging requests.
• Supervising contractors to ensure quality standards.
• Documenting issues with photographic and video evidence.

Skills

Attention to Detail

Customer Service

Communication Skills

Proactivity

Education

NVQ Level 3 or equivalent

Tools

Hand and Power Tools

Job description

You will like

Fixing snagging and warranty issues in new build homes for a reputable developer in the Croydon area. Join a high-calibre team working for an award-winning contractor with a 50-year history in the high-quality residential sector in Greater London.

The Customer Care Engineer/Field Service Technician role involves:

• Managing warranty, defect, and snagging requests under new build warranty rules, either by fixing issues directly or supervising contractors to meet contractual obligations and ensure customer satisfaction.
• Working closely with the Customer Care office coordinators to manage reported issues and assist in necessary actions.
• Organising materials and additional labour, with approval from senior staff, to resolve issues effectively.
• Inspecting issues on-site, arranging remedial actions, and attending inspections with clients and contractors.
• Supervising contractors and engineers, ensuring quality standards are met.
• Managing communication with residents to coordinate issue resolution.
• Participating in pre-handover client meetings to familiarize with schemes and introduce the site-specific engineer.
• Documenting issues with photographic and video evidence, updating senior staff regularly, and providing sign-off sheets for completed repairs.
• Coordinating materials, additional actions, and follow-up works with the Customer Care office.
• Supervising contractor attendance and repair strategies, especially for technical or costly follow-up works.
• Assisting other engineers or teams as needed to ensure timely completion of tasks.
• Maintaining professional appearance and vehicle condition.
• Attending training and safety courses, ensuring compliance with health, safety, and licensing requirements.
• Participating in investigations of latent defects and team meetings.
• Keeping the vehicle clean and presentable at all times.

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

You will have

Successful candidates will be experienced facilities or maintenance professionals with:

• A recognised trades qualification at NVQ Level 3 or equivalent.
• Experience in repair or maintenance tasks.
• Experience in customer service or warranty repairs in new build housing (advantageous).
• A full UK driving license.
• A positive, proactive attitude.
• The ability to work independently or as part of a team.
• Great attention to detail.
• Proficiency with hand and power tools.
• Comfortable using step ladders and access platforms.
• Good communication and customer service skills.

You will get

A competitive salary of GBP45K-GBP48K, plus a van (for work purposes only), and a comprehensive benefits package. You will need to provide your own tools, but a trades card will be supplied for purchasing materials, expenses covered.

You can apply

By clicking the apply button on this posting (recommended) or sending your CV in confidence to (url removed).