Quality & Customer Care Executive (L4 Quality Practitioner Apprenticeship)

ABOUT CONDUCTOR CX

Conductor CX are a London-based consultancy and delivery partner who support residential property developers, investors and operators to deliver high-quality homes and exceptional customer experiences.

What makes us unique is that we are the conduit between the developer, contractor and customer – bringing together strategy, operational delivery and quality assurance, with the purpose of ensuring quality and care for every home and every resident.

ABOUT THE ROLE

When a new home is built, there is a critical period between the contractor finishing construction and a resident moving in.

This role sits at the heart of that process. You and the wider Conductor CX team will be responsible for ensuring new homes are delivered to the standard they should be, inspecting apartments, managing issues, keeping systems up to date, holding contractors to account, and making sure residents receive clear, consistent communication throughout.

It is a hands-on, site-based role that combines quality assurance, customer service and operational delivery, underpinned by a structured apprenticeship in quality management.

No two days are the same. This role is well-suited to someone who is interested in residential property and the built environment, enjoys both process and people, and wants a career path that is grounded in doing things properly.

This technical opportunity is best suited to those with existing workplace, college, or customer facing experience who are interested in residential property, operational delivery, quality assurance, or project coordination.

Key Objectives

• Help to ensure that new homes are inspected, snagged, maintained and ready for handover to the standard that residents expect, in line with our quality assurance processes.
• Deliver exceptional customer care to our residents, from pre-completion communications to ongoing aftercare throughout their defect liability period (DLP).
• Help to control operational risk and compliance in unoccupied and occupied homes.
• Assist with continuous improvement across the project by identifying process delivery gaps and developing practical improvement plans.
• Help to manage maintenance teams and supplier performance to ensure consistent delivery against agreed standards.
• Report and communicate clearly and consistently to all key stakeholders.

KEY DUTIES AND RESPONSIBILITIES

Project Mobilisation

• Assist with the preparation and setup of apartment handovers, flushing, cleaning and void unit Mechanical, Electrical & Plumbing (MEP) maintenance and handy-person services.
• Review Operation & Maintenance manuals (O&Ms) for the project.

Quality Assurance & Apartment Readiness

• Assist with benchmark apartment inspections.
• Pre-completion inspections (snagging and functionality testing).
• Ensure apartment readiness for completions & handovers.

Snag & Defect Management

• Validating snags & defects in line with build requirements and bench marking standards.
• Log, track and manage the close-out of snags and defects within agreed contractor Service Level Agreements (SLAs) and in line with the expected standards.
• Serving formal notice on contractors when not meeting SLAs.

CRM & Data Management

• Maintaining accurate, up-to-date records on Customer Relationship Management (CRM) and defect management systems.

Supplier & Contractor Performance

• Track performance of subcontractors and maintenance partners (against agreed SLAs and quality standards, first-time fixes).

Customer Care

• Maintaining customer satisfaction levels by effectively delivering upon all customer care functions.
• Responding to homeowner queries.
• Confirming contractor attendance and access requirements.
• Providing snag/ defect updates.

Maintenance & PPM Coordination

• Booking and overseeing delivery of maintenance team works (cleaners, handy-people, MEP contractors).
• Managing (booking in and tracking the completion of) Planned Preventative Maintenance (PPM) schedules.

Compliance & Audit-Readiness

• Void unit weekly flushing programme delivery oversight.
• Ensuring compliance logs are complete.

Risk & Continuous Improvement

• Identify and analyse process delivery gaps (i.e. snag & defect trends, contractor performance – against agreed SLAs).
• Propose and develop improvement strategies, for review by internal stakeholders (Head of Customer Care).
• Communicate improvement plans to internal Conductor CX Team.

Reporting & Stakeholder Communication

• Weekly reporting to key stakeholders on key performance metrics.

CANDIDATE REQUIREMENTS

Personal attributes 

• Personable
• Detail oriented
• Analytical and problem-solving mindset
• Excellent time management
• Strong communicator
• Easily adaptable
• Presents with integrity & professionalism
• Desire for continuous improvement

Work-based

• Customer service skills
• Administrative skills
• Numeracy skills
• Enjoys the idea of: Data handling & reporting, Delivering & improving processes, Identifying & mitigating risks, Auditing & Compliance
• This role requires you to have a full-time on-site presence, including for study and coursework days.

APPLICATION INSTRUCTIONS

Please consider the Job Description and the Personal Specification.

TO APPLY, PLEASE UPLOAD YOUR (up-to-date) CV (in PDF format only) ALONG WITH A COVER LETTER ANSWERING THE FOLLOWING QUESTIONS: –

1. BASED ON YOUR SKILLS, PREVIOUS STUDIES AND INTERESTS, WHY ARE YOU THE BEST FIT FOR THIS APPRENTICESHIP ?
2. WHICH OF THE WORK STREAMS ARE YOU MOST INTERESTED IN GETTING INVOLVED WITH AND WHY ? 
3. PLEASE TELL US SOMETHING THAT YOU’RE MOST PROUD OF, THAT YOU HAVE ACHIEVED ?

PLEASE ENSURE THAT YOUR CV (PDF) CONTAINS THE FOLLOWING INFORMATION.

1. Personal Profile (Ensure this section is tailored to the specific role you are applying for).
2. Employment History (List in reverse chronological order, starting with your most recent role).
3. Education, Training, and Qualifications (List in reverse chronological order, starting with the most recent, and including secondary school education).

TRAINING

Alongside the Quality & Customer Care Executive role you will study a Level 4, Quality Practitioner training course.

Below is a brief overview of the course:-

12 areas of learning (“duties”): Quality Strategy & Deployment; Quality Outputs & Measures; Supplier Performance Measures; QMS Policies, Procedures & Processes; Auditing, Non-Conformance & Corrective Actions; Quality Inspection, Verification & Validation; Quality Control & Assurance Plans; Quality Performance Improvements, Data & Reports; Quality Mentoring & Guidance; and Quality Risk Management.

Expected start date: September 2026

Shift pattern: Monday – Friday, 9am – 6pm

Location: London (full time on-site requirement)

Duration: 13 months of training, followed by the End-Point Assessment (EPA, 6-month timeframe for completion).

Delivery format: Online, 1 day every 2 weeks, with 24 days of training in total.

We understand that you may use AI in your application process, but please ensure that these are written by you, as we would like to hear your voice.