Customer Service Technician

Vistry Group PLC; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

An exciting opportunity awaits for a Customer Service Technician to join a leading provider of affordable homes. This role involves rectifying defects in new build properties, ensuring excellent customer service and satisfaction. You will utilize your multi-trade skills, including carpentry and decorating, while working closely with the customer service team. The company values integrity, caring, and quality, offering a supportive environment for your career growth. Join a forward-thinking organization that prioritizes diversity and inclusion, and make a meaningful impact in the community.

Benefits

Company Van

Private Healthcare

Up to 33 Days Annual Leave

Enhanced Maternity/Paternity Leave

Contributory Pension Scheme

Life Assurance

Employee Rewards Portal

Annual Bonus

Qualifications

• Multi-trade skills in carpentry, decorating, and basic plumbing.
• Proven experience in residential construction roles.
• Understanding of NHBC customer handover requirements.

Responsibilities

• Rectify defects reported by purchasers in a timely manner.
• Complete all job sheets and documentation accurately.
• Ensure materials are available for job commencement.

Skills

Carpentry

Decorating

Basic Plumbing

Problem Solving

Communication Skills

Planning and Organization

Education

GCSE/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 Bristol. Primarily working at sites across Wiltshire, 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
• Up to 33 days annual leave plus bank holidays
• Private Healthcare
• Enhanced maternity, paternity and adoption leave
• Competitive contributory pension scheme
• Life assurance – 4 x your annual salary
• 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
• 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.)
• 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
• Ability to handle complaints and difficult situations
• 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
• Educated to GSCE / GCE standard in Maths & English, and, or,
• Good understanding of Microsoft Office, Excel, Outlook
• BTEC diploma in Building Construction or an NVQ Level 2 or similar, or
• City & Guilds in relevant trade
• Valid CSCS card
• Driving License

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’re Vistry Group, the UK’s leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they’re needed most.

You’re probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there’s nowhere better to build your career. We’re proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. Join us in making Vistry.

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