Head of Customer Services

2 weeks ago

Warrington, United Kingdom Tilia Homes Full time

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;
  • Holiday Buy Scheme;
  • Company Pension Scheme;
  • Private Medical Insurance;
  • Life Assurance;
  • Employee discount on a new Tilia home;
  • Employee Assistance Programme;
  • 24/7 GP.
About The Role

We have an exciting opportunity for a Head of Customer Service to join a friendly team on a fixed term basis within our Northern Region based at our office in Warrington t o lead the Department in the delivery of excellent customer service across our developments.

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.

Responsibilities and Duties

  • 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 Senior Contracts Manager;
  • 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.
About You
  • 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
  • Ideally have a trade/ degree qualification and have held similar roles in the industry
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