Customer Service Co-ordinator

We are Tilia Homes.

An ambitious, customer focused housebuilder that puts people and the planet at the heart of everything we do.

With a passion for placemaking and building high quality homes that help homeowners make a lifetime of memories, we’re looking for talented, hardworking, and enthusiastic individuals who think like us and want to join our dedicated team.

We pride ourselves on being an inclusive and diverse employer of choice. From new starters and those looking to embrace a new challenge, to those who know the industry like the back of their hand, we take pride in building careers, not just communities. 

What Tilia Homes can offer you;

• 26 days holiday with additional bank holidays
• Pension Scheme
• Life Assurance;
• Employee Assistance Programme

Tilia Homes has an exciting opportunity for a Customer Service Coordinator to join a friendly team within our Northern Region based from our office in Warrington.

Duties include:

• To be responsible for ensuring defects are remedied in line with SLAs
• Promote client interface e.g. Building Housing Managers and Maintenance Managers relationships
• To promote a culture of cost control and recovery on site through specification of works and adherence to contract charge procedures
• To be an ambassador for the company and attend appropriate corporate and handover events
• Develop new ideas to improve the quality of build and after sales service
• Plan, prioritise and organise workloads on a daily basis
• Conduct handovers (developing a demonstration role), pre-sale and 12 month close of defects inspections on shared ownership and outright sale products
• Specify remedial works, allocate appropriate subcontractors and supervise this up to completion
• Prepare and submit progress reports to the Customer Care Manager
• Maintain accurate audit trails and ensure documentation is filed in an organised manner
• Assess performance and work quality of subcontractors, and report issues to the Customer Care Manager
• Ensure improvement in customer satisfaction ratings
• Ensuring compliance at all times with Health and Safety procedures

• Demonstrate excellent interpersonal skills in dealing with internal and external customers
• Good technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works
• Able to think strategically and coordinate complicated work programmes
• Able to demonstrate excellent negotiation skills
• Must be able to stay calm, professional, efficient and display patience when dealing directly with customer complaints
• Recognise the importance of customer service and meet the standards required when dealing with both internal and external customers
• Able to evaluate and analyse information in a logical manner
• Able to work independently to both commercial and delivery functions ensuring our aftersales service is impartial
• Intermediate skills in Microsoft Excel and Word