About Us

There has never been a better time to join Tilia Homes in an industry that is fast paced, exciting and rewarding.

Our vision for Tilia Homes is clear; to become a top five housebuilder within five years and we are already laying strong foundations for growth with the acquisition of new land and investment.

We realise at the centre of our plans are our people and as such are looking to invest heavily in them through development, support, and of course remuneration.

Join us and be part of a business that prides itself on creating desirable, stylish homes for families to live in and enjoy for many years to come.

What Tilia Homes can offer you;

• 26 days holiday with additional bank holidays;
• Bonus Scheme;
• Company Pension Scheme;
• Life Assurance;
• Employee discount on a new Tilia home;
• Retail discount portal;
• Employee Assistance Programme;
• 24/7 GP.

About The Role

We have an exciting opportunity for a Customer Services Manager to join a friendly team working from our Western region and based at our site in Exeter on a permanent basis. The purpose of the role will include;

• Ensure the Customer Service Administration Team consistently provides a professional, positive and enthusiastic service to our customers, motivating and supporting the team as necessary;
• Provide excellent customer service at all times, ensuring SLAs are consistently met and promoting the brand wherever possible;
• Ensure the team is always adequately resourced, recruitment for vacancies, and preparing and distributing the team rota;
• Regularly appraise the team’s performance, and support development as appropriate to achieve best performance and exceed our customer expectations;
• Ensure response times are met, handling calls efficiently and with a target of answering within 30 seconds, and acknowledging homeowners’ emails within 24hrs;
• Accurately record information and follow procedures for logging calls on the in-house IT system, ensuring this is adhered to throughout the team;
• Challenge and question where you believe work practices can be improved, and embrace any new procedures;
• Comply with all areas relating to Health and Safety, raising any concerns with the relevant person to maintain a safe working environment;
• Liaise with customers and sub-contractors to ensure necessary remedial work is completed in line with contractual requirements and timescales, ensuring original subcontractors are tasked to defects in the 2 year period;
• Follow procedures for tasking works with sub-contractors, reporting any failures to follow the Customer Care Charter;
• Manage escalated complaints and significant issues in line with our complaints procedure and Company policies;
• Liaise with Commercial support to ensure required works are pursued;
• Actively support all Customer Service activities within the company;
• Provide regular performance reports on Customer Service performance and assist with Board paper preparation for the Departmental Director.

About You

• A good team player who is able to encourage team working within the department;
• Motivated to actively undertake available training in all aspects of customer care;
• Be confident to contribute new ideas at monthly customer care meetings;
• An understanding of construction build processes, potential defects and remedial works;
• Ability to plan and manage multiple projects;
• Knowledge of current Health and Safety legislation and understanding of good practices;
• Knowledge of contracts and contractual obligations;
• Excellent customer facing skills;
• Able to demonstrate effective supervisory or management experience.