Customer Care Technician

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Job Title

Customer Care Technician

Role Type

Permanent, full time

Job Location

Site based - West Sussex/Surrey/South Coast

Reports To

Head of Customer Care

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. Today, Thakeham employs close to 250 people and has a forecasted revenue of £219 million in 2023/24.

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. Every Thakeham home completion will be Net Zero Carbon by 2025.

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 Thakeham’s most important asset, and this is reflected in the way we operate. We were recognised in the prestigious ‘Best Places to Work 2023’ and are listed in the Top 100 Best Large Companies to Work For 2023.

Our people enjoy excellent rewards and working conditions in an exciting and growing business. We offer exciting career opportunities, and are keen to develop, guide and support our employees, regardless of what stage they are in their careers.

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

Work and fun should not be mutually exclusive and Thakeham offers a range of social events including quiz nights, BBQs and all staff parties. We run informal lunch and learns and take on charity challenges such as dragon boat racing. We encourage people to volunteer in their communities, offering two paid 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 department covers quality inspections of our homes, introduces customers to their new home and then manages the customer relationship over the phone and face to face across multiple sites, delivering a great service and better ways to make our customers feel truly special.   


The role

 The successful candidate will; 

  • Planned and reactive remedial work with respect to carpentry, painting, dry lining and any other duties as directed by the Customer Service Departmen  
  • Undertake the co-ordination of work as required
  • Undertake any inspections of issues as required by the Customer Services department
  • Regular customer liaison
  • Regular liaison with the Customer Service Department to ensure they are kept fully up to date 
  • Ability to remain calm and collected when faced with difficult customers, and situations, so a high level of personal integrity and respect for others is essential
  • Ability to communicate accurately at the same level of understanding with the customer
  • Provide support and assistance to other team members 
  • Plan and carry out work in a safe, cost effective manner
  • To be aware and observe any opportunity to reduce costs and improve standards and ensure those ideas are shared with your team

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


The required skills

  • You must be from a strong multi-trade background and have experience in the residential sector either for a developer, contractor or housing association 
  • Must be able to demonstrate relevant qualifications / experience in a broad range of trades with a willingness to further develop your skill base
  • Strong working knowledge of building fabric maintenance 
  • Excellent all-round DIY skills
  • Previous experience of working in a public-facing, culturally diverse environment 
  • Valid driving licence
  • Ideally have a plumbing or electrical qualification  


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 
  • Bonus scheme 
  • Excellent development and progression opportunities for the right candidate 
  • Company Social events  

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



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.


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