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Customer Care and Defects Supervisor

Venatu Recruitment Group are delighted to be working with our client, a leading supplier of modular buildings throughout the UK. A growing company, with a national presence they are looking to add to their ever-growing team.

  • Location: Peterborough
  • Salary: £35,000-£40,000
  • Contract Type: Permanent
  • Closing: 19 June 2021
  • Ref: DS3047

They combine innovative design with precision engineering and smart technology, to create the sustainable homes of the future.

They are an offsite construction company using modern methods of construction to build innovative homes and commercial spaces from their factory premises in Peterborough.

They are an Equal Opportunities employer and are happy to talk about reasonable adjustments.


  • The Customer Care & Defects Supervisor is a primary point of contact in relation to any site and/or installation matters. The ability to establish a clear understanding of the scope of any installation and the challenges involved will be critical to successful performance. Strong collaboration with Impact colleagues and external partners is required to ensure that all elements of the installation project are appropriately addressed and that quality and safety standards are maintained.

The role holder should aim to engage early on with the customer to facilitate open dialogue and mutual trust. You’ll play an important role in keeping the lines of communication open between all relevant stakeholders and liaise frequently with the Impacts leadership team and the factory floor.

When not required on-site, the Site Supervisor shall work in the factory on activities to improve project delivery on forthcoming projects and share learning in terms of recent defects and how to limit similar callbacks thus improving quality of our product and Cost of Quality

You’ll take ownership for identifying and resolving snagging issues and do so with urgency and professionalism in a very customer-facing way.

The candidate should have good hands-on general building experience and will be expected to resolve many of the basic customers snag themselves but equally knowing their limitations and call on specialists contractor support as required to ensure the “call back” is resolved in a timely and safe manner.

A competent individual who is well-versed in safe, standard operating procedures and processes.

The role holder has a significant opportunity to help shape our company culture and deliver sustainable growth through an engaged and capable team.

Key Responsibilities:

  • Support the business need with regards to re-active maintenance and emergency “make good” for the end customer, both fix and learning feedback on root cause.
  • Monitor product and system from call back customer snagging and provide timely and constructive feedback and how we build in future proof “fix” as part of the business continued improvement process.
  • Ensure compliance with Standard Operating Procedures and Safe Systems of Work of others, only on larger sites.
  • Ensure clear lines of two-way communication between the customer and call on support from their line manager and the project administrator as required
  • Conduct initial site surveys – ensuring that access route issues are considered and that risks are identified and mitigated.
  • Ensure that an unambiguous and agreed site plan/layout is agreed in advance of commencement. This shall include (and not be limited to) positions of lifting; necessary plant & equipment; haulage requirement; site safety considerations; the position of any powerlines; details of any road closures.
  • Supervise workers, subcontractors and work activities, only when based on larger sites.
  • Action site inductions, safety briefings and toolbox talks, only when on larger sites.

    Essential Role Requirements:

  • Ability to transfer learnings and experience across roles and/or industry sectors
  • Excellent communication and interpersonal skills- this a customer facing role
  • Competent at organisation of work
  • A willingness to travel extensively throughout the UK with some overnight stays as necessary

    Desirable Role Requirements:



  • Can demonstrate experience of working independently and problem solve maintenance/ snagging issues
  • Core carpentry and general maintenance ability with an aptitude for learning relevant skills
  • Best practice of site Health and Safety Planning and management onsite H&S considerations
  • Flexible in terms of typical work patterns and travel with the ability to react as required to customer defects call out (standard working hours, not 24-hour call outs)


  • Previous experience of site installations and or/on-site construction activity.
  • Ability to read plans and provide buildability comments to the business.
  • Review build programmes with an understanding of build sequence and update as required with the support of the project administrator to ensure the end project delivery date is achieved.

Required Qualifications:


  • GCSE or Equivalent in English and Maths
  • CSCS card holder


  • IPAF and PASMA.
  • Work with our preferred transport company to complete transport and crane survey for the pre-bid stage of tenders.
  • Holds a Counterbalance Forklift Operator License or be willing to undertake the necessary training.

At Venatu Recruitment Group, your right to privacy is important to us. By applying for this job, your information will be entered into our recruitment system. This will enable you to register for job alerts, apply for jobs and for us to help you find your next role. To read our full privacy policy please follow the link: http://www.venatu.co.uk/privacy/

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