Customer Service Technician

Vistry Group PLC; Cheltenham; On-site; GBP 25,000 - 40,000; Full time

Job summary

An established industry player is seeking a Customer Service Technician to join their award-winning team. In this role, you will be responsible for rectifying defects in new build homes, ensuring customer satisfaction through excellent service. You'll work closely with maintenance operatives and the customer service team, showcasing your multi-trade skills in carpentry and decorating. This position offers a competitive salary, a company van, and numerous benefits including enhanced leave and private medical insurance. If you're passionate about delivering quality service and thrive in a dynamic environment, this opportunity is for you.

Benefits

Company Van

Annual Bonus

Private Medical Insurance

Enhanced Maternity/Paternity Leave

Competitive Pension Scheme

Life Assurance

Volunteering Days

Employee Rewards Portal

Salary Sacrifice Car Scheme

Up to 39 Days Annual Leave

Qualifications

• Experience in residential house building as an assistant site manager or trades.
• Ability to handle complaints and resolve issues effectively.

Responsibilities

• Rectify defects reported by purchasers in new build homes.
• Complete all administration and documentation accurately and timely.
• Ensure all reported defects are dealt with professionally and efficiently.

Skills

Carpentry

Decorating

General Maintenance

Problem Solving

Communication Skills

Planning and Organization

Multi-trade Skills

Education

GSCE / GCE in Maths & English

BTEC Diploma in Building Construction

NVQ Level 2

City & Guilds in relevant trade

Tools

Microsoft Office

CSCS Card

Job description

Role Overview

In a Nutshell…

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, these can be in 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.

Let’s cut to the chase, what’s in it for you…

• Competitive basic salary and annual bonus
• Company van
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits…

In return, what we would like from you…

• Behave in line with our company values – Integrity, Caring and Quality
• Educated to GSCE / 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, able to mastic internally and externally, able to repair blown tapes, nail pops and repair cracks to plasterboard, basic understanding of plumbing (wastes / taps etc.)
• A general knowledge of construction
• Good planning and organisations skills
• Problem solving and decision-making skills
• A polite, tactful, and assertive attitude
• Patience and calmness under pressure
• Excellent communications skills
• Good team working skills
• Willing to work extra to meet deadlines as and when the business needs require it

Desirable…

• NVQ levels 3 & 4 in customer services
• Be working towards or completed an ONC / HND in Construction
• Completed the Bovis Homes or other internal development programme
• Demonstrable career within the construction industry or hold relevant qualifications along with experience
• Relevant industry standard training (CDM, first aid, scaffold appreciation, lifting operations etc.)
• Good understanding of building regulations and legal obligations

More about the Customer Service Technician role…

• Using weekly job sheets, plan diary and work schedule.
• Return all job sheets to Coordinators within 3 days.
• At all times carry Vistry identification when visiting customers.
• Complete all administration and documentation in an accurate and timely manner, including completion of job sheets for emergency call outs.
• Support our site teams as needed.
• Act as a triage service for items reported.
• Ensure that all reported defects are dealt with in a cost effective, timely and professional manner to the satisfaction of the purchaser and at the direction of the Customer Service Manager.
• Liaise with the purchasers as and when required.
• Ensure that all materials are available at the commencement of the jobs.
• Ensure that any problems or incomplete work are reported to the Customer Care Co-ordinator immediately.
• Inform the Customer Service Manager and Co-ordinator of any problems encountered or where a specialist contractor is required.
• Complete customer defects within a 28-day period or as soon as reasonable possible.
• Report defects not completed within 28 days to the Customer Service Manager / Director.
• When visiting a customer’s property, always conduct yourself in a professional and courteous manner.
• Always wear the correct uniform and PPE.
• Take every precaution to minimise disturbance and to protect the customers property at all times.
• Carry out work in a safe manner, being particularly aware of customers and any children that may be in the home during your visit.
• Ensure that any substances hazardous to health are used in accordance with COSHH assessments.
• Ensure that all electrical equipment is regularly tested.
• Ensure that the loading of vans is within the manufacturer’s safe working limits.
• Attend health and safety and other training courses as requested by the Company.
• Ensure you have read the Company’s health and safety policies and procedures observe them at all times.
• Report accidents or near misses immediately to your manager and record them in the accident book.
• Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.
• Wear appropriate protective clothing on site at all times.
• Attend all health and safety training as required by the Company.

Finally, let’s tell you a bit more about us…

We build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation,and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach.

Join us in making Vistry.

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