New role for Emily as Tilia continues customer service drive

Warrington-based Tilia Homes Northern has appointed Emily Ratcliffe to head up its new dedicated customer services team.

Emily started her career in financial services before moving into a customer-focused role within the construction sector seven years ago. She worked her way up to customer services manager at Redrow Homes before moving to Bellway Homes as customer care manager where she developed and delivered processes to improve customer satisfaction within the organisation.

In her new role at Tilia, Emily will head up a team dedicated to ensuring customers feel valued and supported during the homebuying process and have the best possible experience

Tilia Homes was established in June 2021 following the sale of Kier Living from Kier Group to private equity firm Terra Firma. The business now has ambitious plans to grow its Northern region, significantly expanding its presence across the North West, North East and Yorkshire.

Emily comments: “It was an exciting prospect to join a newly-created brand and be part of an ambitious growth journey. Providing a quality home and great customer service is very much part of the Tilia culture. I’m looking forward to building a specialist team that puts the customer at the heart of everything we do.”

Stuart Craig, interim regional managing director for Tilia Homes Northern, comments: “Emily is passionate about customer service, and I’m delighted to have her join our senior management team at such a pivotal time for the company. Ensuring we consistently deliver a first-class service for every customer will be integral to our success and having someone of Emily’s experience and ability in that senior role will help us to achieve our goals.”