Senior  Customer Care  Technician

The company

From day one, Thakeham has 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, Thakeham is 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 benefit from 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 Thakeham’s 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, our people enjoy excellent rewards and working conditions in an exciting business that offers career opportunities. Thakeham is keen to develop, guide, and support our employees, regardless of their career stage.  

We value diversity and encourage people to bring their full, authentic selves to work. A Gold Armed Forces Covenant signatory and supporter of the armed forces’ charity Building Heroes, Thakeham operates a Talent for Development outreach campaign for military veterans and college leavers. 

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

 At Thakeham, we build communities together. 

The department

The Customer Care team plays a vital role in ensuring the quality of our homes through thorough inspections, supporting homeowners as they settle in, and nurturing strong relationships via phone and on-site interactions. Our mission is to deliver exceptional service and create a warm, welcoming environment where every customer feels appreciated.

The role

The successful candidate will:

Technician role

• Planned and reactive remedial work with respect to carpentry, painting, dry lining and any other multi-trade duties

• Plan and carry out work in a safe, cost effective manner. 

• Undertake any inspections of issues and coordination of work as required

• Present the face of Thakeham and represent the brand in customers’ homes

• Regular liaison with the Coordinators so they are fully updated on progress

Day-to-day Team Management

• Review information provided by Coordinators to Technicians to ensure an appropriate level of detail & accurate planning of time & materials

• Continuous review of Technician diaries to ensure optimum use of time & skills

• Ensure Technicians are proactively prepared for jobs and stocked with the required materials to minimise downtime

• Handle ‘on-the-job’ queries from Technicians and make informed decisions on live operational issues

• Reallocate workforce resources to alternative tasks when planned works are completed ahead of schedule

• Responsible for reviewing van tracker activity

• Review work undertaken by third-party multi-trades where required

 People Management

• Responsible for managing small team of Technicians

• Managing leave, unplanned absence and other HR policies

• View and approve annual leave

• Manage unplanned absence as per procedures

• PDP process, including mid-year and end of year reviews

• Review skills and competencies, implementing improvements to enhance efficiency

• Ensure that all required certifications and qualifications are up to date

Health & Safety

• Deliver regular toolbox talks to technicians

• Ensure technicians’ stores are well-organised, clean, and free from obstructions.

• Close out all Health & Safety actions identified by the Head of Health & Safety, including site, documentation, and store-related issues

This list is not exhaustive. Tasks will evolve in line with the individual's development, experience, and business operational requirements.

The required skills

Technical & Trade Competence

• Strong multi‑trade background with residential sector experience (developer, contractor, or housing association)

• Broad trade skills with willingness to continue developing technical capability

• Solid understanding of building fabric maintenance and excellent all round DIY ability

• Valid driving licence

Customer Interaction & Professionalism

• Confident communicating with customers; able to explain technical issues in clear, simple terms

• Calm, respectful, and composed when dealing with difficult situations or challenging customers

• Previous customer-facing experience; Customer Care experience preferred

• Demonstrates integrity, professionalism, and discretion at all times

Service & Teamwork

• Customer focused mindset with commitment to delivering high quality service

• Works collaboratively with colleagues and supports team goals

• Adaptable and willing to take on diverse tasks

• Experience supervising a team

Organisation & Independence

• Strong time management skills; able to prioritise tasks efficiently

• Self motivated, capable of working independently and using initiative to solve problems

The benefits

• Competitive salary

• Salary sacrifice car scheme

• Company van

• Annual holiday allowance 26 days increasing to 27 after 3yrs service and 28 after 5yrs service (plus bank holidays)

• Life assurance

• Private medical insurance

• Health screening

• Pension scheme

• Discretionary bonus scheme

• Excellent development and progression opportunities

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

#happytotalkflexibleworking

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