Customer Service Lead Senior

4 weeks ago


Exeter, Devon, United Kingdom Tilia Homes Full time
About the Role

Tilia Homes is seeking a Senior Customer Service Coordinator to join our Western Region team based in Exeter. As a key member of our Customer Service Administration Team, you will be responsible for ensuring a professional, positive, and enthusiastic service to our customers.

You will provide excellent customer service at all times, ensuring Service Level Agreements (SLAs) are consistently met and promoting the brand wherever possible. Your role will involve ensuring the team is adequately resourced, assisting in recruitment for vacancies, and preparing and distributing the team rota.

You will regularly appraise the team's performance, support development as appropriate to achieve best performance and exceed customer expectations. You will also ensure response times are met, handling calls efficiently and with a target of answering within 30 seconds, and acknowledging homeowners' emails within the current SLA.

You will accurately record information and follow procedures for logging calls on MARBLE/COINS (the in-house CRM system), ensuring this is adhered to throughout the team. You will challenge and question where you believe work practices can be improved, and embrace any new procedures.

You will comply with all areas relating to Health and Safety, raising any concerns with the relevant person to maintain a safe working environment. You will liaise with customers and sub-contractors to ensure necessary remedial work is completed in line with contractual requirements and timescales.

You will follow procedures for tasking works with sub-contractors, reporting any failures to follow the Customer Care Charter. You will manage escalated complaints and significant issues in line with our complaints procedure and Company policies.

You will liaise with Commercial support to ensure required works are pursued. You will actively support all Customer Service activities within the company. You will provide regular performance reports on Customer Service performance and assist with Board paper preparation for the Head of Customer Service.

You must be able to stay calm, professional, efficient, and display patience when dealing directly with customer complaints. You must recognise the importance of customer service and meet the standards required when dealing with both internal and external customers.

You will have good technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works. You will be able to evaluate and assess technical and commercial issues and make informed decisions.

You will be able to work independently to both commercial and delivery functions ensuring our aftersales service is impartial. You will have intermediate skills in Microsoft Excel and Word.



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