Residential Technical Customer Care

Location: Lanarkshire, Hybrid
Salary: Up to £35,000 per annum (depending on experience)
Job Type: Permanent, Full-Time

Your New Company

A well‑established bespoke residential house builder is seeking a Customer Relations & Document Control Coordinator to support the delivery of high‑quality private homes. The business is known for its attention to detail, personalised customer experience and commitment to building long‑term client relationships.

Your New Role

This is a key coordination role supporting both development delivery and the customer journey. You will be responsible for managing and controlling all documentation associated with live developments, while acting as a central point of contact for customers throughout the full sales process — from reservation through to handover and post‑completion snagging.

The role requires a highly organised individual with strong planning skills, excellent communication abilities and confident Excel capability to track progress, documentation and customer interactions.

You will be involved in :

General Administration
You will provide essential administrative support across projects, including:
• Managing road permit applications and documentation
• Submitting vesting applications
• Uploading certificates and compliance documents to external council and utility portals
• Maintaining up-to-date drawings via Dropbox/SharePoint
• Ensuring all project files are current and organised

Diary & Compliance Management
You’ll take responsibility for scheduling and tracking key records, including:
• Site and vehicle insurance renewals
• HSE documentation
• Vehicle and plant maintenance records
• Safety compliance logs

Programming & Site Setup
Supporting early-stage project activities, you will:
• Register sites with BT and utility providers
• Arrange new postcodes and address registrations
• Set up energy suppliers
• Liaise with local councils on waste collection, bin requirements and other site services

Pre‑Handover Coordination
Working closely with site and sales teams, you will ensure new-home handovers run smoothly by:
• Confirming completion dates, specifications and customer expectations
• Issuing documents to solicitors and monitoring progress
• Circulating handover packs and updating internal systems
• Collating and uploading completion certificates

Post‑Handover Customer Support
You’ll play a key role in maintaining high customer satisfaction, including:
• Transferring energy accounts for new homeowners
• Engaging directly with customers and liaising with site teams
• Logging and following up snagging items with relevant trades or suppliers
• Ensuring a seamless customer care experience

Project & Cost Support
You will contribute to ongoing improvement and cost control by:
• Creating and maintaining cost sheets for materials and build elements
• Preparing snagging reports to help monitor quality
• Reviewing supplier performance and identifying opportunities for improvement
• Supporting initiatives to enhance customer care and reduce company costs

Applications are invited from candidates with:

* Proven track record in managing documentation and acting as the single point of control

* Excellent verbal and written communication skills

* Experience working with Excel

* Planning and organisation experience

* Experience of high levels of customer service

* Experience in residential sales. This is desirable not essential.

The role offers a competitive salary, flexible working and a friendly environment. Please submit your cv and we will contact you to discuss the role further.

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