At a Glance
- Tasks: Manage customer support and remedial works for occupied properties.
- Company: Join Tilia Homes, a 5-star housebuilder focused on quality and sustainability.
- Benefits: Enjoy 26 days holiday, a pension scheme, and life assurance.
- Other info: This is a remote role covering the North West of England until December 2026.
- Why this job: Be part of a passionate team making a positive impact in housebuilding.
- Qualifications: Experience in construction and customer service is preferred; driving license required.
The predicted salary is between 36000 - 60000 £ per year.
Tilia Homes are an ambitious, customer focused, 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:
- Company Pension Scheme
- 26 days holiday with additional bank holidays
- Life Assurance
- Employee Assistance Programme
About The Role
We are seeking an additional Customer Support Manager based at our Warrington office. This is a fixed term contract until December 2026.
Aim of the role: Overseeing the management of remedial works in occupied properties, coordinating with contractors, customers, and the Customer Service Team. Ensuring compliance with KPIs, quality standards, customer service expectations, and budget constraints. Collaborating closely with the Regional Operations Director, as well as Sales and Site Teams, to uphold the Tilia Customer Journey. This is a remote role covering both active and completed Tilia Homes sites across the North West of England.
Responsibilities and Duties:
- Ensuring compliance to the company Health & Safety standards and processes, NHBC Standards, building regulations and overall quality standards.
- Be responsible alongside the Directors for the final quality inspection of the property before it is handed over to the customer.
- Instruct and liaise with Tilia Maintenance Technicians, Sub-Contractors and monitor the progress of remedial works to ensure completion with minimal disruption to our homeowners.
- Monitoring and controlling the costs of remedial works.
- Understand Service Level Agreements and raise concerns to the HOCS and PD where these fall short.
- Showing a good behavioural example in all aspects of health and safety, organisation, conduct, quality of work and professionalism.
- Contribute to ensuring Tilia retains HBF 5* builder rating.
- Attend NHBC resolution meetings as required.
About You:
- Extensive build knowledge and managing key priorities.
- Extensive new build, NHQC and Customer Service experience.
- You must have a real passion for quality and customer satisfaction.
- Ability to meet deadlines in a timely manner.
- Strong stakeholder management skills with the ability to influence at all levels.
- Literate in the use of IT.
- Experience of working in the Construction industry and in a similar role would be beneficial.
- A full UK driving license is required for this role.
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.
Customer Support Manager - Housebuilding in Warrington employer: Tilia Homes
Tilia Homes is an exceptional employer, dedicated to fostering a supportive and inclusive work environment in Warrington. With a strong focus on employee well-being, we offer a comprehensive benefits package, including a company pension scheme and generous holiday allowance, alongside opportunities for professional growth within the thriving housebuilding sector. Join us in our mission to create sustainable communities while enjoying a collaborative culture that values quality and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager - Housebuilding in Warrington
✨Tip Number 1
Familiarise yourself with Tilia Homes' values and mission. Understanding their commitment to quality and customer satisfaction will help you align your responses during interviews, showcasing that you're a perfect fit for their culture.
✨Tip Number 2
Network with current or former employees of Tilia Homes on platforms like LinkedIn. Engaging in conversations can provide you with insider knowledge about the company and its expectations, which can be invaluable during the interview process.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your ability to manage customer service issues and remedial works effectively. Highlighting these scenarios will show your practical understanding of the role's responsibilities.
✨Tip Number 4
Stay updated on the latest trends and regulations in the housebuilding industry. Being knowledgeable about current standards and practices will not only impress your interviewers but also show your commitment to maintaining high-quality service.
We think you need these skills to ace Customer Support Manager - Housebuilding in Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and the construction industry. Emphasise your skills in managing remedial works, stakeholder management, and compliance with health and safety standards.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for quality and customer satisfaction. Mention specific examples from your past roles that demonstrate your ability to meet deadlines and manage key priorities effectively.
Highlight Relevant Experience:In your application, focus on your extensive build knowledge and any previous roles that involved overseeing customer support or managing teams. This will show Tilia Homes that you have the necessary background for the position.
Showcase Your IT Skills:Since the role requires literacy in IT, mention any relevant software or tools you are proficient in. This could include project management software or customer relationship management systems that you've used in previous positions.
How to prepare for a job interview at Tilia Homes
✨Show Your Passion for Customer Satisfaction
Tilia Homes is all about putting people at the heart of what they do. Make sure to express your genuine passion for quality and customer satisfaction during the interview. Share specific examples from your past experiences where you went above and beyond to ensure customer happiness.
✨Demonstrate Your Knowledge of the Construction Industry
Since this role requires extensive build knowledge, brush up on your understanding of the construction industry, particularly new builds and NHBC standards. Be prepared to discuss relevant experiences and how they relate to the responsibilities of the Customer Support Manager position.
✨Highlight Your Stakeholder Management Skills
This role involves collaborating with various teams and stakeholders. Prepare to discuss your experience in managing relationships and influencing decisions at different levels. Use examples that showcase your ability to communicate effectively and resolve conflicts.
✨Be Ready to Discuss Compliance and Quality Standards
Understanding compliance with health and safety standards, building regulations, and quality expectations is crucial. Familiarise yourself with these aspects and be ready to explain how you've ensured compliance in previous roles, as well as how you would approach it at Tilia Homes.
