Customer Care Technician

Advance Northumberland; Ashington; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

Advance Northumberland is seeking a Customer Care Technician to be the face of customer care, carrying out maintenance and repair tasks across Wansbeck Workspace and other locations. You will work to the Customer Care Charter and ensure defects are assessed and addressed within warranty guidelines.

The ideal candidate holds an NVQ Level 2 in general maintenance, has strong joinery knowledge, experience in occupied properties, a full UK driving licence, and good communication skills.

Qualifications

• NVQ Level 2 in general maintenance or equivalent.
• Strong knowledge of domestic joinery repairs.
• Experience working in occupied properties.
• Ability to read drawings, specifications, and measurements.
• Skilled in safe use of hand and power tools.
• IT skills to undertake mandatory training and use in-house APPS.
• Good communication and customer service skills.
• Full UK driving licence.
• Desirable: experience using digital job management systems.

Responsibilities

• Establish and maintain pro-active relationships with the build team and purchasers.
• Carry out maintenance / repair tasks or advise of specialist support required.
• Establish effective procedures for managing the resolution of items raised.
• Carry out property inspections, coordinate remedial repair work with Customer Care Team.
• Meet with homeowners and represent Ascent Homes in a professional manner.
• Liaise with Customer Care Manager regarding the progress of customer care issues and customer claims where required.
• Follow all health and safety policies, including PPE and safe tool operation.
• Identify and report hazards.
• Carry out dynamic risk assessments at point of work, review risk assessments for future best practice.

Skills

Joinery repairs

Occupied properties experience

Read drawings/specs/measurements

Hand & power tools use

IT skills & in-house APPS

Communication & customer service

Full UK driving licence

Independent & multi-trade teamwork

Digital job management systems (Desir.

Education

NVQ Level 2 in general maintenance or equivalent

Tools

Digital job management systems

Job description

Overview

We are a diverse property and investment company who deliver opportunities to improve prosperity, tackle inequalities and drive economic growth in support of Northumberland County Council. We collaborate with stakeholders and partners to deliver positive physical and economic development and focus on the needs and aspirations of the county.

We have the recognition of being a Real Living Wage Employer, and other awards such as our Advanced accreditation of Shine from the North East Mayoral Strategic Authority, and the Ambassador Status for the Better Health at Work Award.

We have a mission to build a better future for people in Northumberland, as we focus exclusively on regenerating the county.

Our Values

We are looking for people who embody the Advance Northumberland values; people who are accountable and resilient, who are open to change with strong innovation skills. They will be collaborative; effective in relationship building and stakeholder engagement with the potential to build relationships effectively at all levels. They will demonstrate respect for our colleagues, our customers and our partners and be able to use their initiative in their work. They will be ambitious about their career and for the future success of Advance Northumberland, with a real customer and team focus; motivated and enthusiastic about their contribution to our success.

About The Role

Job title: Customer Care Technician

Reports to: Customer Care Manager

Team members: N/A

Location: Wansbeck Workspace and other locations as part of role.

Salary: £29,963 to £35,000

Role Purpose

Be the face of customer care contact with purchasers ensuring defects are assessed and attended to in accordance with our Customer Care Charter and the standards of our warranty providers.

Duties and Responsibilities

• Establish and maintain pro-active relationships with the build team and purchasers.
• Carry out a range of maintenance / repair tasks or advise of specialist support required.
• Establish effective procedures for managing the resolution of items raised.
• Carry out property inspections, coordinate remedial repair work with Customer Care Team.
• Meet with homeowners and represent Ascent Homes in a professional manner.
• Liaise with Customer Care Manager regarding the progress of customer care issues and customer claims where required.
• Follow all health and safety policies, including PPE and safe tool operation.
• Identify and report hazards.
• Carry out dynamic risk assessments at point of work, review risk assessments for future best practice.

Vehicle Responsibilities:

• Drive company vehicles safely in accordance with UK road law and organisational fleet policy.
• Carry out mandatory daily vehicle checks (tyres, lights, oil, fluids, damage, load security).
• Report any defects immediately and follow the vehicle defect reporting process.
• Maintain the vehicle in a clean, roadworthy condition and adhere to servicing schedules.
• Organise and replenish van stock to ensure materials and tools are available for daily tasks.
• Secure all tools, equipment, and materials safely in transit and onsite.
• Follow rules on idling, fuel use, parking, telematics, and accident reporting.

Generic Requirements for all colleagues

• Contribute to the creation of a positive culture in line with Advance Northumberland values.
• Show commitment to equality and diversity in the workplace and ensure this is reflected in all activities.
• Ensure a safe and sustainable working environment is promoted across the business.
• Contribute to the financial performance of the business, in line with role responsibilities.
• Undertake other reasonable duties as requested.

Personal Specification

Essential Criteria

Skills, Knowledge & Experience Required

• NVQ Level 2 (or equivalent) in general maintenance or similar.
• Strong knowledge of domestic joinery repairs and installations.
• Experience working in occupied properties.
• Ability to read and follow drawings, specifications, and measurements.
• Skilled in safe use of hand and power tools.
• IT skills sufficient to undertake mandatory training and use in-house APPS.
• Good communication and customer service skills.
• Ability to work independently and as part of a wider multi-trade team.
• Full UK driving licence.

Desirable:

• Experience using digital job management systems.

Behavioural Expectations

• Professional conduct at all times.
• Customer-focused approach, respecting tenant needs and circumstances.
• High standards of workmanship and attention to detail.
• Strong commitment to safe working practices.
• Team-oriented and cooperative approach.
• Efficient and organised use of time, tools, and resources.

Tools, Equipment & Vehicles

• Maintain tools and equipment to a safe working standard.
• Ensure batteries, power tools, and specialist joinery equipment are charged and serviceable.
• Manage van stock to ensure availability of standard joinery components.
• Use dust extraction and safety equipment during cutting and drilling operations.

Performance Measures

• First-time fix rate.
• Quality inspection scores.
• Customer satisfaction ratings.
• Job response and completion times.
• Compliance with health and safety procedures.
• Accuracy of digital job records and van stock reporting.