Customer Care Technician

ionic Recruitment; St Asaph; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Company van

25 days holiday plus bank holidays

Bonus schemes

Private healthcare following probation

Job summary

We are currently looking for an experienced customer care technician for a permanent role in the North Wales area. You’ll play a key role in delivering an exceptional customer experience by ensuring reported warranty defects are resolved quickly and to the highest standard.

Working as part of our Customer Care team, you’ll respond promptly to repair requests, carry out high-quality remedial works and help ensure every customer receives a professional and efficient service.

Qualifications

• Minimum 2 years in a similar role in the housebuilding industry.
• Joinery or painting background preferred.
• CSCS required.
• Excellent communication skills and professional manner with customers and stakeholders.
• Ability to prioritise workload and resolve issues quickly.

Responsibilities

• Deliver high-quality repairs quickly and efficiently, aiming to resolve issues at the first visit and leave customers completely satisfied.
• Take ownership of your workload, using internal systems to manage appointments and update records.
• Coordinate with Customer Care, technicians, contractors and suppliers to deliver a seamless customer experience.
• Use customer feedback and complaints to identify trends and share insights with the Senior Management Team.
• Support NHBC 8-week and 9-month surveys to maintain a 5-star rating.
• Encourage positive customer feedback through Trustpilot and help achieve a 5-star rating.
• Build strong relationships across the business and with external partners to resolve issues smoothly.
• Maintain a flexible, proactive approach to competing priorities with the customer at the heart of what you do.

Skills

Customer service

Communication

Prioritisation

Job description

We are currently looking for an experienced customer care technician for a permanent role working around the North Wales area. You’ll play a key role in delivering an exceptional customer experience by ensuring reported warranty defects are resolved quickly and to the highest standard. Working as part of our Customer Care team, you’ll respond promptly to repair requests, carry out high-quality remedial works and help ensure every customer receives a professional and efficient service.

Your attention to detail, commitment to quality and customer-focused approach will be essential in helping us maintain our high standards, strengthen customer satisfaction and uphold our excellent NHBC rating.

Key Responsibilities

• Deliver high-quality repairs quickly and efficiently, aiming to resolve issues at the first visit and leave customers completely satisfied.
• Take ownership of your workload, using internal systems effectively to manage appointments, update records and keep everyone informed.
• Help drive continuous improvement by identifying opportunities to enhance customer service and the quality of our homes.
• Use customer feedback, issues and complaints to identify trends and share valuable insights with the Senior Management Team.
• Champion NHBC 8-week and 9-month surveys, helping us maintain our outstanding 5-star rating.
• Encourage positive customer feedback through Trustpilot and play an active role in achieving and maintaining a 5-star rating.
• Work closely with the Customer Care team, technicians, contractors and suppliers to coordinate appointments and deliver a seamless customer experience.
• Build strong working relationships across the business and with external partners to ensure issues are resolved smoothly and efficiently.
• Take a flexible, proactive approach to managing competing priorities, always keeping the customer at the heart of what you do.

Skills & Experience

• Must have a minimum of 2 years in a similar role in the housebuilding industry
• Will ideally have either a joinery or painting background
• CSCS required
• Must have excellent communication skills and be confident in speaking to customers and stakeholders in a professional manner
• Must be able to prioritise workload, ensuring issues get resolved quickly and to a high standard.

The package

• Salary £32,000 - £40,000 dependant on experience
• Company van
• 25 days holiday plus bank holidays
• Bonus schemes
• Private healthcare following 6 months service and successful completion of probationary period