Customer Care Technician

Keepmoat Homes is a fast growing top 10 UK housebuilder. We design and build quality homes and create places where people want to live.

Our investment and participation helps transform communities and improves the lives of local people. We have a national presence combined with local knowledge and expertise in all aspects of housing - from finance, design and planning, to developing and building. Our comprehensive skills and capabilities give us a wider perspective across the whole housing lifecycle and we create lower risk ways of building homes people need.

For more than 90 years our work has been absolutely visible to local communities so being part of the community is in our DNA. We hire local suppliers and tradespeople and work with local communities to make sure that our plans meet their needs.

**Main purpose of the role**:
The main purpose of the role is to provide an efficient and effective after-sales service by rectifying defects and carrying out maintenance works that have arisen within occupied properties since legal completion. To manage and continually improve the Customer Service experience for Keepmoat customers to support our ambitions to be a 5-star builder and a leader in Customer Service in the homebuilding industry. To understand, implement and adhere to SHEQ policy and strategy.

**Key Accountabilities**:
**Planning**
- Attend client visits as required; the Customer Care Co-Ordinator will arrange work visits via the COINS system and schedule in your calendar
- Ensure that the Customer Care Vehicle is stocked with the necessary building and decorating materials required for the Job Sheets

**On-site Delivery**
- Arrive punctually, introduce self to the Customer and establish a good working relationship, maintaining at all times a positive and helpful attitude
- Carry out the required work tasks to the respective properties as per the ‘Job Sheets’ in a tidy, clean, safe and professional manner and before leaving check with the Customer that they are satisfied with the work undertaken and ask them to sign-off the Daily Record Sheet
- Attend site as required to supervise sub-contract works as scheduled from time to time by the Customer Care Co-coordinator
- Completing all required data input via mCare in a timely manner

**Variations to the Plan**
- If additional works to those stated on the ‘Job Sheets’ are requested by the Customer, assess whether or not they should be undertaken by the company and if so complete them accordingly
- If any of the scheduled works cannot be completed due to incorrect materials, lack of access etc, then notify the Customer Care coordinator immediately (in their absence Customer Care Manager)
- If there are additional, or incomplete works that need to be undertaken at a later date then ensure that a ‘Work Outstanding Sheet’ is completed and returned to the Customer Care coordinator by the end of the week. Also inform the Customer Care coordinator of re-arranged appointments
- If there is likely to be a delay in meeting the scheduled appointment times, then contact the Customers and apologise and arrange revised arrival times
- Maintain a flexible approach to work, which may necessitate unsociable hours if required to meet Customers’ requirements
- Ensure surplus materials are removed from the properties, re-used or re-stocked where applicable or if not then disposed of in the correct manner

**General Housekeeping and Safety**
- Ensure tools are maintained correctly and that PAT testing is carried out as necessary
- Ensure that correct health and safety practices/requirements (including the wearing of appropriate personal protective equipment) are observed at all times and if any doubt whatsoever liaise with the Health & Safety Business Partner
- Ensure that the Customer Care Vehicle is cleaned, tidied and maintained correctly on a weekly basis

**Company Ambassador**
- Ensure that a high-level personal presentation is maintained, wearing the company uniform and identification card
- Ensure that the Customer’s home is respected at all times; wear over-shoes, protect carpets/furnishings etc
- Be courteous and diplomatic with Customers at all times and ensure that they are inconvenienced as little as possible whilst carrying out the works
- Be receptive and empathetic to Customer complaints; if they cannot be resolved whilst on site then record them and send into the Customer Care coordinator as soon as possible, but no later than the end of the week
- Ensure Customer complaints are discussed with the Customer Care coordinator and arrange appointments accordingly to resolve the problems

**Feedback for Continuous Improvement**
- Feedback any design/material/workmanship problems of a significant, or recurrent nature to the Customer Care coordinator in order to improve future build quality
- Attend meetings with the Customer Care Manager as required to monitor Customer satisfaction and agree improvements in service delivery

**HS&S Responsibili