Customer Services Operative

Location: Various Locations

Hours: 37.5 Hours

Reporting to: Customer Services Manager

Personal Qualities

  • Desire to self-develop, taking on board constructive feedback and adapting behaviour accordingly
  • Ability to communicate effectively at all levels
  • Patient, calm and empathetic
  • Rational, logical and resourceful
  • Self-motivated to deliver a high standard of customer service
  • Have exceptionally good all-round organisational skills and the ability to meet strict deadlines through effective prioritisation
  • Committed team player
  • Taking ownership to ensure a situation is resolved efficiently and effectively


  • Carry out work in a safe manner, being particularly aware of customers and any children that may be in the home at the time.
  • Liaise with the purchasers as and when required
  • Ensure that all reported defects are dealt with in a cost-effective, timely and professional manner to the satisfaction of the purchaser and at the direction of the Customer Service Manager.
  • Ensure that any substances hazardous to health are used in accordance with COSHH assessments.
  • Ensure all electrical equipment is regularly tested
  • Ensure that the loading of vans is within the manufacturer’s safe working limits.
  • Ensure that any problems or incomplete work are reported to the Customer Care Coordinators immediately
  • Report into the office telephonically, when work at the purchasers is completed
  • Return all completed timesheets and job sheets to the office weekly
  • Carry out any other duties commensurate with the role


  • BTEC diploma in Building Construction or an NVQ Level 2 or a City & Guilds in relevant trade
  • Valid CSCS card


  • Ability to prioritise and organise tasks
  • Ability to build rapport with customers, colleagues and sub-contractors, maintaining excellent working relationships
  • IT, written and verbal communication skills

Specific knowledge

  • A detailed understanding of common new home defects and the snagging process


  • 3/5 years’ experience working in the housing, development, maintenance or similar
    industry, delivering a customer-led service