Head of Customer Service

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Join to apply for the Head of Customer Service role at Tilia Homes

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Tilia Homes are an ambitious, customer focused house builder that put people and the planet at the heart of everything we do. We're dedicated to delivering the best possible standards in design, build quality, and service for our customers.

We’re committed to making a positive difference in the local areas we build new homes. We pride ourselves on being an inclusive and diverse employer of choice and build careers, not just communities. We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.

Our benefits include:

• 4 x Life Assurance
• 26 days holiday with additional bank holidays
• Employee Assistance Programme

We have a vacancy for a Head of Customer Service on a fixed term contract to December 2026 and based at our Northern regional office in Warrington.

This leadership post manages the Department in the delivery of excellent customer service across our new homes developments in the region.

Responsibilities and Duties:

• Work with construction delivery teams to become familiar with the New Homes Developments prior to handover and leading up to Practical Completion
• Agree customer strategy concerning defects, procedures, priorities and timescales, meeting contractual obligations
• Assess defects raised and manage the process with sub-contractors and suppliers within contracted timescales gaining customer satisfaction and trust
• Monitor, track and report upon progress of outstanding defects
• Manage customer expectations with non-defect related issues
• Track rectification works are completed with correct quality of workmanship and timescale
• Maintain regular communication with customers and ensure they are fully updated with the works being undertaken
• Ensure compliance with company Health and Safety procedures
• Prepare and issue formal notification letters to sub-contractors, recording any failure to carry out and complete contractual obligations
• Identify improvements and efficiencies to minimise repetitive defective work issues
• Ensure contractual obligations are achieved by managing programmes to achieve the timely issue of maintenance certificates
• Provide monthly progress reports to the Contracts Managers
• Ensure full retention recovery is received, and any costs during the period are allocated to the Supply Chain or Partner responsible for the defect
• Track costs incurred vs monies recovered
• Manage, record and allocate any latent defects for the full contractual period (6 or 12 years)
• Provide feedback reports to D&B, Commercial and Operational teams on common defects, poor performance detail and poor supply chain performance
• Contribute to the Business Unit’s targets and objectives as defined and agreed

We're looking for the following skills and experience:

• Technical knowledge of the Construction build processes and defects procedures
• Proven record of leading and developing a team
• Understanding of Health and Safety practices and legislation
• Knowledge of contracts and obligations therein
• Ability to plan and manage multiple projects at a time

Bringing together two trusted house building brands, Tilia Homes and Hopkins Homes, untypical aims to make a positive difference to the UK house building market and help to provide greater access to homes which are affordable for buyers.

Guided by an innovative approach and a commitment to excellence, untypical focuses on creating sustainable, inclusive communities, delivering homes across the UK that people want to live in and are good for the planet.

• Associate

• Contract

• Customer Service

• Construction and Building Construction

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