Customer Support Manager - Housebuilding

• Car allowance
• Company Pension Scheme
• 26 days holiday with additional bank holidays
• Life Assurance
• Retail discount portal
• Employee Assistance Programme

Aim of the role

Overseeing the management of remedial works in occupied properties, coordinating with contractors, customers, and the Customer Service Team.

Ensuring compliance with KPIs, quality standards, customer service expectations, and budget constraints. Collaborating closely with the Regional Operations Director for Yorkshire/North East, as well as Sales and Site Teams, to uphold the Tilia Customer Journey.

This is a remote role covering both active and completed Tilia Homes sites across Yorkshire and the North East.

Responsibilities and Duties

• Ensuring compliance to the company Health & Safety standards and processes, NHBC Standards, building regulations and overall quality standards.
• Be responsible alongside the Directors for the final quality inspection of the property before it is handed over to the customer
• Instruct and liaise with Tilia Maintenance Technicians, Sub-Contractors and monitor the progress of remedial works to ensure completion with minimal disruption to our homeowners
• Monitoring and controlling the costs of remedial works.
• Understand Service Level Agreements and raise concerns to the HOCS and PD were these fall short
• Showing a good behavioural example in all aspects of health and safety, organisation, conduct, quality of work and professionalism
• Contribute to ensuring Tilia retains HBF 5* builder rating
• Attend NHBC resolution meetings as required

Bringing together two trusted housebuilding brands, Tilia Homes and Hopkins Homes, untypical aims to make a positive difference to the UK housebuilding 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.