Customer Care Technician

The company

From day one, we have been driven by a clear vision: to transform the way people think about new-built developments. Over 20 years later, that ethos is still very much alive, reflected in our numerous awards and reputation in the sector.

An infrastructure-led community creator and strategic land promoter, we are committed to partnerships, innovation and creating amazing places to live and work. We are industry-leading in sustainability and biodiversity. We were one of the first to introduce Zero Bills homes in partnership with Octopus Energy.

We pride ourselves on our ‘Infrastructure first’ approach, ensuring communities release the benefits of new development at the outset, rather than later in the process. We deliver social, affordable and retirement housing for a wide range of housing associations and local authorities.

People are our most important asset, and this is reflected in the way we operate. We are proud to be listed in the Top 50 Best Mid-sized Companies to Work For 2025.

With around 185 employees, you will enjoy excellent rewards and working conditions in an exciting business. We offer exciting career opportunities, and are keen to develop, guide and support you, regardless of what stage you are in your career.

We value diversity and encourage you to bring your full authentic self to work. A Gold Armed Forces Covenant signatory and supporter of armed force’s charity Building Heroes, we operate a Talent for Development outreach campaign for military veterans and college leavers.

You’ll combine meaningful work with opportunities to give back through volunteering and fundraising initiatives, such as the Housebuilder Challenge. We will give you two paid volunteering days per year to do so. Where roles allow, our summer hours policy in June, July and August allows you to enjoy longer weekends with your loved ones. A flexible approach to working is available all year round.

Join us and we can build communities, together.

The department

Customer Care is responsible for providing exceptional support to homeowners and clients, guiding them through the process of settling into their new homes, and managing customer and partnership relationships. Prior to completion or handover, Customer Care is responsible for Quality Inspections. Following occupation or handover, Customer Care becomes the primary point of contact for all homeowner and partnership client queries, responsible for home demonstrations, post-occupation defect inspections, and defect management throughout the warranty period.

The Customer Care team is also responsible for collating and analysing customer feedback, collaborating with all other departments, including but not limited to Sales, Construction, Technical, Engineering, Commercial and Finance, to ensure the timely resolution of customer queries and defects, robust management of subcontractors, and to facilitate continuous improvement.

The role

The Customer Care Technician is a site‑based, hands‑on role responsible for assessing and completing a range of remedial works in occupied homes. The role ensures that issues are resolved safely, respectfully, and efficiently, in line with agreed quality and warranty standards. It plays an important part in delivering a positive post‑completion experience for all homeowners and clients.

Success in this role requires sound technical judgement, clear and considerate communication, and consistent adherence to health and safety practices. A strong focus is placed on protecting customers’ homes and belongings and working in a way that recognises the diverse needs of individuals and households.

Working collaboratively with Customer Care colleagues, subcontractors, and internal teams, the Customer Care Technician supports first‑time fix outcomes, provides accurate and timely job feedback, and contributes to continuous improvement throughout the warranty period.

The successful candidate will;

• Deliver high‑quality remedial works — Complete planned and responsive multi‑trade repairs in occupied homes, meeting agreed quality, safety and warranty standards

• Diagnose issues effectively — Assess defects on site, using sound technical judgement to identify root causes and determine appropriate solutions

• Work safely in residents’ homes — Follow all approved health and safety procedures, RAMS, PPE requirements and site‑specific controls to ensure the wellbeing of residents, colleagues and yourself

• Prepare thoroughly for visits — Ensure tools, materials and information are ready to support efficient working and maximise first‑time resolution

• Provide excellent customer service — Communicate clearly, respectfully and professionally with residents, explaining work in an accessible and reassuring way

• Respect residents’ homes — Protect property and belongings, maintaining a clean, safe and tidy work area throughout and after completion

• Record accurate job information — Update CRM/CCC systems promptly with findings, progress, constraints and any follow‑on requirements

• Support continuous improvement — Highlight recurring defects, build‑quality concerns or process inefficiencies through agreed reporting channels

This list is not exhaustive. Tasks will be allocated to reflect increasing levels of development and experience.

The required skills

Technical & Trade

• Ability to carry out multi‑trade remedial works in occupied residential properties, including basic carpentry, patch plastering, decorating, minor plumbing and finishing tasks

• Strong practical problem‑solving skills, with the ability to diagnose defects, identify root causes and determine appropriate remedial actions

 Health, Safety & Compliance

• Strong awareness of health and safety requirements when working in occupied homes, including safe systems of work, RAMS, PPE and safeguarding considerations

• Ability to work in line with company policies, site rules and statutory obligations

• Full UK driving licence

Customer & Communication Skills

• A professional, resident‑focused approach with the ability to communicate clearly, calmly and respectfully with people from all backgrounds

• Ability to explain remedial works in a way that is informative and reassuring, managing expectations appropriately

• Presentable and confident working independently in residents’ homes

 Planning, Organisation & Reporting

• Well‑organised, with the ability to plan visits effectively to maximise first‑time fix outcomes

• Competent in providing clear, accurate updates and feedback through CRM or Customer Care systems

• Able to identify follow‑on works, constraints or recurring issues and escalate appropriately

 Teamwork & Continuous Improvement

• Able to work collaboratively with Customer Care Coordinators, Customer Relations Managers, site teams, subcontractors and internal departments

• Proactive in raising recurring defects, quality concerns or inefficiencies to support continuous improvement

• Flexible and adaptable, with tasks assigned to reflect developing capability and experience

 Personal Attributes

• Reliable, self‑motivated and comfortable working with minimal supervision

• Strong attention to detail and pride in delivering high‑quality workmanship

• Willingness to develop skills and knowledge as the role progresses

The benefits

• Competitive salary

• Salary sacrifice car scheme

• Company van

• Annual holiday allowance 26 days (plus bank holidays)

• Life assurance

• Private medical insurance

• Health screening

• Pension scheme

• Bonus scheme

• Excellent development and progression opportunities for the right candidate

Plus, a whole range of other employee benefits that we can tell you all about. You are rewarded for your performance, attitude and results.

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We are committed to providing equal opportunities in employment and treating people fairly. We will treat all job applicants and employees equally regardless of age, race, religious belief, colour, ethnic or national origin, sex, marital status, sexual orientation or disability. We welcome applicants from all sectors of society and we are committed to promoting an inclusive environment for all.

Apply now