Customer Care Manager

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 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 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