Head of Customer Services

We have an exciting opportunity for a Head of Customer Service to join a friendly team within our Central Region based at our office in Solihull on a permanent basis to lead the Department in the delivery of excellent customer service across our developments.,

• Ensure compliance with company Health and Safety procedures;


• Work with construction delivery teams prior to handover to become familiar with the project leading up to Practical Completion;


• Agree strategy with the customer concerning defects, procedures, priorities and timescales, and meet contractual obligations;


• Following notification from customer, assess defects raised and manage the process with sub-contractors and suppliers within contracted timescales;


• Manage customer expectation with non-defect related issues;


• Monitor, track and report upon progress of outstanding defects;


• Ensure all rectification works are undertaken to the correct quality of workmanship and agree completion with customer;


• Maintain regular communication with the customer and ensure they are fully updated with the works being undertaken;


• 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.
  
  Technical knowledge of the Construction build processes and defects


• Ability to plan and manage multiple projects


• Good current level of Healthy and Safety practices and legislation


• Knowledge of contracts and obligations therein


• Customer service skills


• Ideally have a trade/ degree qualification and have held similar roles in the industry
  
  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.

We are looking for people to join our team who have:

Customer focus where every decision made revolves around delighting our customers.

Passion for building making the approach to each project with unwavering enthusiasm.

An understanding our environmental footprint by incorporating eco-friendly practice and materials into our communities to support sustainability.

We create lasting communities with a sense of belonging and legacy for generations to come.

We believe in better we are committed to delivering homes that are the definition of excellence.

What can we offer you?

• 26 days holiday with additional bank holidays;


• Bonus Scheme;


• Holiday Buy Scheme;


• Green Car Scheme;


• Car Allowance;


• Private Medical Insurance;


• Company Pension Scheme;


• Life Assurance;


• Employee discount on a new Tilia home;


• Retail discount portal;


• Employee Assistance Programme;


• 24/7 GP.


• Family friendly policies., In return we are offering a competitive salary and package as well as the support and scope to build a long and fruitful partnership with Tilia Homes.