Customer Care Manager

Responsibilities

• Responsible for the resolution of any defects that may develop in completed work. May also be responsible for obtaining the ‘Making Good Defects’ certificate on completed work.
• The resolution of these defects should be achieved in line with the contract conditions for the project and with minimum cost to the Company, whilst maintaining good relations with the building owner and users.
• Aftercare following Practical Completion
  • Carry out any remaining works following PC if required
  • Carry out works during the defects period
  • Arrange for the official List of Defects at the end of the defects period
  • Organise contractual meetings to inspect and sign-off on defects
  • Expedite the completion of items required to complete the 278 works agreements and audits
  • Provide documentation to obtain retention
• Administration of Aftercare Service
  • Answer queries as they arise from the building owner
  • Respond to Notification of Defect sheets
  • Plan the works and prepare the RAMS documents
  • Arrange for the sub-contractor attendance
  • Keep records of works carried out and works deemed non-defects
  • Be available outside of work hours as appropriate
• Feedback and Continuous Improvement
  • Identify and advise on poor quality materials or workmanship
  • Provide feedback on poor performance by sub-contractors via COINS
  • Alert operational management to instances of recurring defects
  • Provide honest feedback on the effect of poor management practices or out of sequence work
  • Investigate Latent Defect reports
• Investigation of Defects
  • Make safe the area where defect is reported whilst investigation proceeds
  • Have knowledge of the Contract Documents and subcontractor/supplier relationships
  • Obtain the building O&M information and obtain relevant drawings
  • Understand the Design & Build criteria and the Companies liabilities
  • Make a thorough inspection of the Building to establish the cause of the defect
  • Record your findings and make a formal written response following agreement with the Regional Director
• Rectification of Defects
  • Arrange work around end user requirements using measures to minimise disruption during working hours
  • Raise Invoices for billing non-defect work repairs
  • Raise Invoices for billing variation work instructed by Client
  • Recover costs from sub-contractor for items of their work carried out by VINCI
  • Be helpful but don’t do favours

Equality, Diversity and Inclusion

VINCI Building recognises the importance of helping employees balance their work and home life by offering flexible working arrangements across many roles, which include working from home to enable employees to balance their working life with other priorities.

Fairness, Inclusion and Respect (FIR) at VINCI Building is about recognising and celebrating each other’s differences and what they bring to the team. Harnessing this diversity and applying the experiences, abilities and unique qualities of individuals will enhance our business; therefore, we commit to equity of opportunity and fair treatment of all current and potential employees and encourage job applications from all.

Should you require any reasonable adjustments to be made as part of the application process, please contact us directly.

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