Customer Care Technician

The Customer Care team ensures home buyers receive the highest level of care following their home buying experience.

Being in a customer-facing role with us is unique. Our customers expect top-quality homes, and you will ensure this by providing answers and practical assistance. Ideally, we look for candidates with construction or building experience, but above all, a passion for quality and professionalism is essential.

Reporting to the Customer Care Operations Manager or Customer Care Manager, you will be the face of Customer Care within our customers\’ homes, delivering excellent service, being punctual for appointments, and providing effective solutions to customer issues.

You will be expected to:

• Follow instructions from Customer Care Coordinators/Administrators, ensuring timely attendance at all customer appointments and sourcing materials beforehand.
• Resolve defects promptly and to a high standard, ensuring all work is signed off by the customer.
• Complete all necessary paperwork, such as timesheets, for accurate record keeping.
• Conduct inspections of reported defects as required, and provide detailed reports with photographs to the Customer Care Coordinator/Administrator.
• Complete mileage, SHE, and invoice forms, submitting them at the end of each month.
• Report recurring defects on active and inactive sites to the Customer Care Manager/Executive for discussion with the Commercial/Technical Director.

To succeed in this role, we are looking for:

• Knowledge of construction processes and problem-solving skills related to defects, preferably from trades backgrounds such as Painting, Decorating, Carpentry, or Joinery.
• Excellent interpersonal skills, with the ability to deal with customers professionally and courteously, maintaining high service standards to meet customer expectations.

We are proud to be a 5-star housebuilder since 2010, recognized nationally for high-quality homes across generations. Our success is driven by innovative minds, advanced technology, and a genuine customer-first approach. We offer tailored opportunities for apprentices, graduates, experienced professionals, and ex-Armed Forces personnel to help shape the future of building and meet the housing needs of Britain.

Our hybrid working model allows staff to split their time between office, construction sites, sales offices, and home, depending on the role. We value the benefits of a flexible, effective working culture for both the company and colleagues.

We are committed to creating an inclusive environment where drive and talent can flourish, regardless of gender, race, age, sexuality, disability, or background.

Benefits include:

• Competitive Bonus Scheme
• Private Medical Cover (Single)
• 26 days’ holiday, increasing with service

Additional support and benefits include private healthcare, pension schemes with up to 10% employer contributions, annual health assessments, employee discounts, cycle schemes, and more to enhance your lifestyle and wellbeing.

We are dedicated to building sustainable, high-quality homes that last, contributing to a brighter future for families in West Scotland. Our commitment extends to diversity, inclusion, and environmental sustainability, ensuring we build tomorrow’s homes today.

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