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 for residents.
- Qualifications: Detail-oriented, adaptable, and passionate about quality and customer service.
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)
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:
- 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
- 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
- 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
- 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, Easily adaptable, Presents with integrity & professionalism, Desire for continuous improvement
- Work-based: Enjoys the idea of: Data handling & reporting; Delivering & improving processes; Identifying & mitigating risks; Auditing & compliance
Quality & Customer Care Executive (Apprenticeship) employer: Conductor CX
Conductor CX is an exceptional employer that prioritises employee development through a structured apprenticeship programme, offering hands-on experience in quality assurance and customer care within the dynamic residential property sector. Our London-based team fosters a collaborative work culture where every member plays a vital role in delivering high-quality homes and outstanding customer experiences, ensuring that you grow both personally and professionally while making a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Quality & Customer Care Executive (Apprenticeship)
✨Tip Number 1
Get to know the company inside out! Research Conductor CX, their values, and their projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your skills align with the role of Quality & Customer Care Executive. Use examples from your past experiences to demonstrate your problem-solving abilities and attention to detail.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Conductor CX team!
We think you need these skills to ace Quality & Customer Care Executive (Apprenticeship)
Some tips for your application 🫡
Show Your Passion for Quality:When you're writing your application, let us see your enthusiasm for quality assurance and customer care. Share any relevant experiences or projects that highlight your attention to detail and commitment to delivering high standards.
Tailor Your Application:Make sure to customise your application to fit the role of Quality & Customer Care Executive. Use keywords from the job description and demonstrate how your skills align with our needs at Conductor CX.
Be Clear and Concise:We appreciate straightforward communication, so keep your application clear and to the point. Avoid jargon and ensure your writing is easy to read, showcasing your ability to communicate effectively with stakeholders.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting apprenticeship opportunity.
How to prepare for a job interview at Conductor CX
✨Know Your Quality Assurance Basics
Before the interview, brush up on key quality assurance concepts and processes. Understand how they apply to residential property and be ready to discuss how you can ensure new homes meet the expected standards.
✨Showcase Your Customer Care Skills
Prepare examples of how you've delivered exceptional customer service in the past. Think about situations where you resolved issues or improved customer satisfaction, as this role heavily focuses on maintaining high levels of resident care.
✨Demonstrate Your Problem-Solving Ability
Be ready to tackle hypothetical scenarios during the interview. Practice articulating your thought process when identifying and addressing potential issues, especially in relation to snagging and defect management.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company. Inquire about their quality assurance processes, team dynamics, and how they measure success in customer care. This shows your genuine interest and helps you assess if it's the right fit for you.
