ABOUT US

Tilia Homes are an ambitious, 5 star housebuilder that put people and the planet at the heart of everything we do. We’re dedicated to delivering the best possible standards in design, build quality, and service for our customers.
We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.

Our benefits package includes:

• 26 days holiday with additional bank holidays pro rata
• Company Pension Scheme
• Life Assurance
• Retail discount portal
• Employee Assistance Programme

ABOUT YOU

• Demonstrate excellent interpersonal skills in dealing with internal and external customers
• Good technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works
• Able to think strategically and coordinate complicated work programmes
• 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
• Able to work independently to both commercial and delivery functions ensuring our aftersales service is impartial
• Intermediate skills in Microsoft Excel and Word
  Bringing together two trusted housebuilding brands, Tilia Homes and Hopkins Homes, untypical aims to make a positive difference to the UK housebuilding market and help to provide greater access to homes which are affordable for buyers.
  Guided by an innovative approach and a commitment to excellence, untypical focuses on creating sustainable, inclusive communities, delivering homes across the UK that people want to live in and are good for the planet.
  Our people are at the heart of what we do and in order for us to succeed in becoming the UK’s most customer-centric housebuilder, we are looking for talented and ambitious individuals to join our team

ABOUT THE ROLE

Tilia Homes has an opportunity for a Customer Service Coordinator to join a friendly team within our Northern Region based from our office in Warrington. This is a fixed term contract to December 2026.

DUTIES INCLUDE:

• To be responsible for ensuring defects are remedied in line with SLAs
• 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