At a Glance
- Tasks: Ensure new homes meet quality standards and provide exceptional customer care.
- Company: Join Conductor CX, a leading consultancy in residential property.
- Benefits: Gain hands-on experience while studying for a Level 4 Quality Practitioner qualification.
- Other info: Dynamic role with opportunities for continuous improvement and career growth.
- Why this job: Be at the heart of delivering high-quality homes and making a real difference.
- Qualifications: Looking for detail-oriented individuals with strong communication skills.
The predicted salary is between 18000 - 25000 € per year.
Further Details about the Apprenticeship Role
- Reports to: Senior Customer Care Manager (for on-the-ground delivery) and Head of Customer Insight & Strategy (for reporting and analysis)
- Start date: September 2026
- Position term: Up to 19 months (duration of the Level 4 Quality Practitioner apprenticeship)
What is a Quality & Customer Care Executive?
When a new home is built, there is a critical period between the contractor finishing construction and a resident moving in. This role sits at the heart of that process. You and the wider Conductor CX team will be responsible for ensuring new homes are delivered to the standard they should be, inspecting apartments, managing issues, keeping systems up to date, holding contractors to account, and making sure residents receive clear, consistent communication throughout. It is a hands-on, site-based role that combines quality assurance, customer service and operational delivery, underpinned by a structured apprenticeship in quality management. No two days are the same. This role is well-suited to someone who is interested in residential property and the built environment, enjoys both process and people, and wants a career path that is grounded in doing things properly.
About Conductor CX
We are a London-based consultancy and delivery partner who support residential property developers, investors and operators to deliver high-quality homes and exceptional customer experiences. What makes us unique is that we are the conduit between the developer, contractor and customer – bringing together strategy, operational delivery and quality assurance, with the purpose of ensuring quality and care for every home and every resident.
Training Course
Alongside the Quality & Customer Care Executive role you will study a Level 4, Quality Practitioner training course. Below is a brief overview of the course:
- 12 areas of learning (“duties”): Quality Strategy & Deployment; Quality Outputs & Measures; Supplier Performance Measures; QMS Policies, Procedures & Processes; Auditing, Non-Conformance & Corrective Actions; Quality Inspection, Verification & Validation; Quality Control & Assurance Plans; Quality Performance Improvements, Data & Reports; Quality Mentoring & Guidance; and Quality Risk Management
- Duration: 13 months of training, followed by the End-Point Assessment (EPA, 6-month timeframe for completion)
- Delivery format: Online, 1 day every 2 weeks, with 24 days of training in total
The Role - Key Objectives
- Help to ensure that new homes are inspected, snagged, maintained and ready for handover to the standard that residents expect, in line with our quality assurance processes
- Deliver exceptional customer care to our residents, from pre-completion communications to ongoing aftercare throughout their defect liability period (DLP)
- Help to control operational risk and compliance in unoccupied and occupied homes
- Assist with continuous improvement across the project by identifying process delivery gaps and developing practical improvement plans
- Help to manage maintenance teams and supplier performance to ensure consistent delivery against agreed standards
- Report and communicate clearly and consistently to all key stakeholders
The Role - Key Daily Responsibilities
- Project Mobilisation
- Assist with the preparation and setup of apartment handovers, flushing, cleaning and void unit Mechanical, Electrical & Plumbing (MEP) maintenance and handyperson services
- Review Operation & Maintenance manuals (O&Ms) for the project
- Quality Assurance & Apartment Readiness
- Assist with benchmark apartment inspections
- Pre-completion inspections (snagging and functionality testing)
- Ensure apartment readiness for completions & handovers
- Snag & Defect Management
- Validating snags & defects in line with build requirements and benchmarking standards
- Log, track and manage the close-out of snags and defects within agreed contractor Service Level Agreements (SLAs) and in line with the expected standards
- Serving formal notice on contractors when not meeting SLAs
- CRM & Data Management
- Maintaining accurate, up-to-date records on Customer Relationship Management (CRM) and defect management systems
- Supplier & Contractor Performance
- Track performance of subcontractors and maintenance partners (against agreed SLAs and quality standards, first-time fixes)
- Customer Care
- Maintaining customer satisfaction levels by effectively delivering upon all customer care functions
- Responding to homeowner queries
- Confirming contractor attendance and access requirements
- Providing snag/ defect updates
- Maintenance & PPM Coordination
- Booking and overseeing delivery of maintenance team works (cleaners, handypeople, MEP contractors)
- Managing (booking in and tracking the completion of) Planned Preventative Maintenance (PPM) schedules
- Compliance & Audit-Readiness
- Void unit weekly flushing programme delivery oversight
- Ensuring compliance logs are complete
- Risk & Continuous Improvement
- Identify and analyse process delivery gaps (i.e. snag & defect trends, contractor performance – against agreed SLAs)
- Propose and develop improvement strategies, for review by internal stakeholders (Head of Customer Care)
- Communicate improvement plans to internal Conductor CX Team
- Reporting & Stakeholder Communication
- Weekly reporting to key stakeholders on key performance metrics
Key Skills & Attributes
- Personal
- Personable
- Detail oriented
- Analytical and problem-solving mindset
- Excellent time management
- Strong communicator
- Easily adaptable
- Presents with integrity & professionalism
- Desire for continuous improvement
- Work-based
- Customer service skills
- Administrative skills
- Numeracy skills
- Enjoys the idea of: Data handling & reporting; Delivering & improving processes; Identifying & mitigating risks; Auditing & compliance
Next Steps
If this role is of interest to you, please reach out to Tara Hamilton at or apply herein. Likewise, if you would like further information about the role, please reach out via the same email address. In your application, please include the following:
- A CV (in PDF format)
- A Cover Letter answering the following three questions:
- Based on your skills, previous study and interests, why are you the best fit for this apprenticeship?
- Which of the workstreams are you most interested in getting involved with and why?
- Please tell us something that you’re most proud of, that you have achieved?
We understand that you may use AI in your application process, but please ensure that these are written by you, as we would like to hear your voice.
Quality & Customer Care Executive (Apprenticeship) in London employer: Conductor CX
Conductor CX is an exceptional employer, offering a unique apprenticeship opportunity that combines hands-on experience in quality assurance and customer care within the dynamic residential property sector. With a strong focus on employee growth, our supportive work culture encourages continuous improvement and professional development, while our London location provides access to a vibrant urban environment and a network of industry professionals. Join us to make a meaningful impact on the quality of homes and customer experiences, all while receiving structured training and mentorship.
StudySmarter Expert Advice🤫
We think this is how you could land Quality & Customer Care Executive (Apprenticeship) in London
✨Tip Number 1
Get to know the company inside out! Research Conductor CX, their values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer care, being able to articulate your thoughts clearly and confidently is key. Try mock interviews with friends or family to get comfortable.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've tackled challenges or improved processes. This will demonstrate your analytical mindset and readiness for continuous improvement.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining us at Conductor CX.
We think you need these skills to ace Quality & Customer Care Executive (Apprenticeship) in London
Some tips for your application 🫡
Craft Your CV Wisely:Your CV is your first impression, so make it count! Highlight relevant experiences and skills that align with the Quality & Customer Care Executive role. Keep it clear, concise, and tailored to show why you're the perfect fit for us.
Nail That Cover Letter:This is your chance to shine! Answer the three questions thoughtfully, showcasing your passion for the role and how your background fits. Be genuine and let your personality come through – we want to hear your voice!
Show Off Your Skills:Don’t just list your skills; demonstrate them! Use examples from your past experiences to illustrate how you’ve tackled challenges or improved processes. This will help us see how you can contribute to our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Conductor CX
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Quality & Customer Care Executive role. Familiarise yourself with the key responsibilities and objectives outlined in the job description. This will help you articulate how your skills align with what they’re looking for.
✨Showcase Your People Skills
Since this role involves a lot of customer interaction, be prepared to discuss your experience in customer service. Think of specific examples where you've successfully resolved issues or improved customer satisfaction. This will demonstrate your ability to communicate effectively and handle challenges.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations related to quality assurance and customer care. Practice answering scenario-based questions, such as how you would manage a defect reported by a resident or how you would ensure compliance with quality standards.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewers. This could be about the team dynamics, the training process, or how success is measured in the role. It shows your genuine interest in the position and helps you assess if it’s the right fit for you.
