Customer Service Engineer - West London Flagship Project

Customer Service Engineer

Mix-Use Residential Developer

£35,000 + Travel

Customer Service Engineer

About the role:

The Customer Service Engineer takes ownership of the reactive repair and small building and maintenance issues reported by the customers. Being the advocate for standards for safety, customer service and efficiency, the CS Engineer investigates reported defects, creates a plan of action and completes remedial works to the highest standard in order to ensure customer satisfaction.

Key responsibilities:

 Taking all reasonable care for the health and safety of themselves and others
 Performing basic tasks including plumbing, electrical, filling and painting, carpentry, mastic repairs in apartments as required
 Subject to safety regulations, diagnosing machinery and equipment malfunctions using mechanical acumen; performing repairs on machinery, equipment or appliances
 Making safe before relevant subcontractors attend to the issue
 Troubleshooting general problems
 Assisting subcontractors with electrical, plumbing or HVAC repairs
 Overseeing subcontractors' works, ensuring adherence to RAMS if applicable
 Carrying out quality inspections in apartments prior to practical completion
 Providing customers with advice and guidance on maintaining their apartments
 Identifying and reporting the need for major repairs / issues that require follow up
 Ensuring work areas and storage are kept clean, tidy and secure at all times

Skills, Knowledge, and Abilities:

 Sound understanding of Health & Safety regulations, in possession of a valid CSCS card
 Proven experience as a handyman, experience with hardware tools and electrical equipment
 Good understanding of electrical, plumbing or HVAC systems
 Security conscious
 Excellent customer service skills - diplomacy, empathy, strong listening skills, calm nature, sense of ownership, sense of urgency, resilience, tenacity
 Ability to follow instructions and work unsupervised, handle customer complaints and communicate positively with customers, contractors, and colleagues
 Ability to prioritise and work well under pressure, being focused, self-motivated and self-reliant
 Proactive with a positive attitude and energy, with the ability to anticipate customer's needs and potential issues
 Discrete and flexible, well organised, highly observant, with the ability to resolve issues efficiently