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Customer Care Technician
Job Posted: 8 days ago
Salary: £ 35,000 - 40,000 / Annum
Job Type: Permanent
Location: IP6, Great Blakenham, Suffolk
Expire in: 20 days
Job Description
Maintenance Operative required for volume house builder with sites across Suffolk.
As the face of Customer Care, you’ll be responsible for undertaking remedial works to resolve customer issues and defects, ensuring service levels and customer satisfaction are maintained, from the point of customer’s completion on a property through the 2-year warranty period.
RESPONSIBILITIES:
* Complete all remedial operations in full compliance with the company H&S policies and procedures, putting the safety of our teams, contractors and customers as first priority. This includes making sure all tools used are in good working order and compliant with the H&S requirements.
* Ensure that the company vehicle is roadworthy, clean, and tidy at all times and that both company and private tools are in good working order and compliant with any testing requirements.
* Take work instructions from your Customer Care Team, ensuring all customer appointments are attended on time in order to repair defects in a timely manner, to a high standard and ensuring first time resolution.
* Ensure all works are completed within the required SLA’s and in accordance with Company Guidelines and processes.
* Be considerate of the needs of individual customers whilst operating within their homes.
* Complete all required online reporting via the Operative App, facilitating accurate record keeping of defect resolution and root cause analysis. This includes accurate descriptions of root causes and action take, as well as photos or videos wherever appropriate.
* Minimise costs associated with remedial works and adhere to the sign-off and cost recording policies, identify all contra-charging opportunities.
* Provide detail and supporting evidence of all works that are chargeable to a third-party contractor.
* Liaise with and monitor subcontractors where appropriate, to complete inspections of reported defects, providing full details of agreed works to both the customer and the Customer Care Co-ordinators.
Suitable applicants will live in or around the Ipswich or Felixstowe area to enable a reasonable commute to the appointed sites.
You’ll have excellent face to face customer service skills from dealing directly with homeowners or tenants, a broad multi trades background, a good understanding of construction/house building and be IT literate.
Contracted hours are Monday to Friday – 40 hours per week.
Van, fuel card and uniform provided plus annual bonusBefore You Apply
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