Customer Service Technician

Vistry Group; Reading; On-site; GBP 25,000 - 35,000; Full time

Job summary

Vistry Group is seeking a Customer Service Technician to join our team in Reading. The role involves rectifying customer-reported defects in newly built homes, ensuring excellent service and compliance with NHBC standards. If you have multi-trade skills in carpentry, decorating, and problem-solving, we invite you to apply for this rewarding opportunity.

Benefits

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

Qualifications

• Experience working for a residential house builder as a tradesperson or similar.
• Detailed understanding of NHBC customer handover requirements.
• Valid CSCS card and driving license.

Responsibilities

• Rectify defects reported by purchasers in new build homes.
• Plan and manage own work schedule using job sheets.
• Ensure customer satisfaction and maintain professionalism.

Skills

Multi-trade skills

Carpentry

Decorating

Problem-solving

Communication

Education

GSCE / GCE standard in Maths & English

BTEC diploma in Building Construction

NVQ Level 2

City & Guilds in relevant trade

Job description

We have an exciting opportunity for a Customer Service Technician to join our 5-star team within Vistry Thames Valley. Primarily working at sites across Reading, you will rectify defects reported by purchasers, including 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 common in new build homes.

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

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, decorating (emulsion and oil-based paints), basic tiling, mastic application internally and externally, repairing blown tapes, nail pops, and cracks to plasterboard, basic plumbing (wastes/taps)
• Proven experience working for a residential house builder as an assistant site manager, materials controller, or tradesperson
• Detailed understanding of NHBC customer handover requirements
• Ability to handle complaints and difficult situations
• Good planning and organizational skills
• Problem-solving and decision-making skills
• A polite, tactful, and assertive attitude
• Patience and calmness under pressure
• Excellent communication skills
• Good team-working skills
• Willing to work extra hours to meet deadlines as needed
• Educated to GSCE / GCE standard in Maths & English, and/or
• Good understanding of Microsoft Office, Excel, Outlook
• BTEC diploma in Building Construction, NVQ Level 2 or similar, or
• City & Guilds in relevant trade
• Valid CSCS card
• Driving License

Desirable qualifications...

• NVQ levels 3 & 4 in customer services
• Working towards or completed an ONC / HND in Construction
• Completed internal development programmes like Bovis Homes
• Relevant industry qualifications and experience
• Relevant industry training (CDM, first aid, scaffold appreciation, lifting operations)
• Good understanding of building regulations and legal obligations

More about the role...

• Using weekly job sheets, plan diary and work schedule
• Return all job sheets to Coordinators within 3 days
• Carry Vistry identification when visiting customers
• Complete all administration accurately and promptly
• Support site teams as needed
• Act as a triage service for reported items
• Ensure defects are dealt with cost-effectively and timely, to customer satisfaction
• Liaise with purchasers as needed
• Ensure materials are available at job start
• Report any problems or incomplete work immediately
• Inform managers of issues requiring specialist contractors
• Complete customer defects within 28 days or as soon as possible
• Report defects not completed within 28 days
• Maintain professionalism and courtesy when visiting customers
• Wear uniform and PPE at all times
• Minimize disturbance and protect customer property
• Work safely, considering customers and children
• Use substances hazardous to health in accordance with COSHH
• Ensure electrical equipment is regularly tested
• Load vans within safe working limits
• Attend health and safety and other training courses
• Observe health and safety policies and procedures
• Report accidents or near misses immediately
• Keep workplace tidy and hazards reported
• Wear protective clothing on site
• Attend all required health and safety training

We’re Vistry Group, the UK’s leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality guide us. Our partnership-led approach helps build sustainable communities. Our brands include Linden Homes, Bovis Homes, Countryside Homes, Vistry Works, and Vistry Services. Join us and build your career with us.