Location
Exeter
Advertising Salary
Competitive & Benefits Package
Vacancy Type
Permanent
Customer Service

About The Role

Tilia Homes are looking for new talent to join us on our exciting journey to grow our business and become a 5 star housebuilder. 

We are a new brand in the market looking to make a name in the industry that inspires confidence.

With a strong and rapidly growing land bank, allied to significant financial resources, we have both the means and desire to build a bright future for both our customers and our workforce.

We have an exciting opportunity for a Customer Services Co-ordinator to join a friendly team within our Western region based from our office in Exeter.
 
The aim of your role will be to support developments and provide excellent customer service to our customers, clients, subcontractors, Site Managers and team members.

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.
 
Responsibilities and Duties
 
  • 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;
  • Conduct handovers (developing a demonstration role), pre-sale and 12 month close of 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 Care Manager;
  • 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 Care Manager;
  • Ensure improvement in customer satisfaction ratings;
  • Ensuring compliance at all times with Health and Safety procedures.

About You

  • 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
  • Able to communicate at all levels
  • 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 run, organise and prioritise – paying attention to detail in a methodical manner
  • 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

About Us

Our aim is to do our best to take care of everything.  From carefully choosing the ideal location for our new community to designing and building homes that fit perfectly into the natural environment. We pride ourselves on being there for our customers throughout the buying and selling process – and beyond. Helping build homes and communities we can all be proud of, for many years to come.

We recognise our people are at the core to achieving our goal of driving innovation and achieving industry excellence. Recruiting, developing and retaining the right people is paramount to this. To achieve this we prioritise personal and professional development, providing a working environment that is both challenging and rewarding, with opportunity to overcome obstacles and develop skills.

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