Job Description
The New Homes Customer Service Operative is responsible for delivering a high standard of aftersales care to homeowners following legal completion. The role focuses on managing customer queries, coordinating remedial works, and ensuring issues are resolved efficiently and professionally in line with company standards, warranty requirements, and customer service targets.
Key Responsibilities
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Act as the main point of contact for homeowners during the aftersales and defects period
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Receive, log, and manage customer service requests via phone, email, and customer portals
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Experience in repairing defects, which includes: roofing works, mastic wall, painting and decorating, vinyl, ceiling repairs including suspended cielings, block paving, all forms of carpentry work, doors, kitchens, plumbing and pipework, wall and floor tiling and all concrete repair work.
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Arrange inspections and coordinate remedial works with site teams, subcontractors, and suppliers
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Monitor progress of outstanding issues and ensure timely resolution
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Carry out basic inspections where required to assess reported defects
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Ensure all remedial works comply with warranty provider requirements and company standards
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Maintain accurate records of defects, actions, and communications
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Liaise with site management, construction teams, and external contractors to resolve issues effectively
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Manage customer expectations and communicate clearly throughout the resolution process
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Handle complaints professionally, escalating where necessary
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Ensure high levels of customer satisfaction and contribute to positive customer feedback scores
Essential Skills & Experience
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Previous experience in a customer service or aftercare role (construction or housing sector preferred)
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Strong communication skills, both written and verbal
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Ability to manage multiple cases and prioritise workload effectively
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Good organisational and administrative skills
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Confident using IT systems, including CRM or defects management systems
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Professional, calm, and customer-focused approach
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Ability to work independently and as part of a team
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Full UK driving licence
