Customer Services Co-ordinator

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;
• Holiday Buy Scheme
• Life Assurance;
• Employee discount on a new Tilia home;
• Retail discount portal;
• Employee Assistance Programme;
• 24/7 GP.

Tilia Homes has an exciting opportunity for a Customer Services Co-Ordinator to join a friendly team within our Eastern Region based from our office in Bedford.  The purpose of the role will include;

• To be responsible for ensuring defects are attended to in a reasonable timescale;
• 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;
• Close out on 12 month 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 Service Team Leader;
• 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 Service Team Leader;
• Ensure improvement in customer satisfaction ratings;
• Ensuring compliance at all times with Health and Safety procedures.

• Experience in a similar role;
• Able to think strategically and coordinate complicated work programmes;
• Demonstrate excellent interpersonal skills in dealing with internal and external customers;
• Confident and 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;
• Good technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works;
• Able to evaluate and assess technical and commercial issues and make informed decisions;
• Self-motivated, working as part of a team under own initiative;
• Able to motivate both internal and external workforce;
• Able to work independently to both commercial and delivery functions ensuring our aftersales service is impartial;
• Intermediate skills in Microsoft Excel and Word.