Customer Experience Manager

1 month ago


Metropolitan Borough of Solihull, United Kingdom Tilia Homes Full time
About Tilia Homes

We're a passionate team dedicated to building high-quality homes that help homeowners create lasting memories. Our commitment to placemaking and sustainability drives us to deliver exceptional customer experiences.

The Role

We're seeking a skilled Head of Customer Service to lead our Central Region team in Solihull. As a key member of our team, you'll be responsible for delivering excellent customer service across our developments.

Key Responsibilities
  • Work closely with construction delivery teams to ensure a smooth handover process.
  • Assess and manage defects raised by customers, collaborating with sub-contractors and suppliers to resolve issues within contracted timescales.
  • Ensure all rectification works meet the required quality standards and agree completion with customers.
  • Prepare and issue formal notification letters to sub-contractors, recording any failures to meet contractual obligations.
  • Provide feedback reports to D&B, Commercial, and Operational teams on common defects, poor performance, and supply chain issues.
  • Contribute to the Business Unit's targets and objectives.
What We Offer
  • Competitive salary and package.
  • Support and scope to build a long-term partnership with Tilia Homes.


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