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- Tasks: Lead customer service excellence in new home developments and manage defect resolutions.
- Company: Tilia Homes, a forward-thinking housebuilder focused on people and the planet.
- Benefits: Enjoy 26 days holiday, life assurance, and an Employee Assistance Programme.
- Why this job: Join a passionate team making a positive impact in the housing market.
- Qualifications: Experience in construction processes, team leadership, and project management.
- Other info: Be part of a diverse company committed to career growth and community building.
The predicted salary is between 36000 - 60000 £ per year.
Tilia Homes are an ambitious, customer focused 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 committed to making a positive difference in the local areas we build new homes. We pride ourselves on being an inclusive and diverse employer of choice and build careers, not just communities. We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.
Our benefits include:
- 4 x Life Assurance
- 26 days holiday with additional bank holidays
- Employee Assistance Programme
About The Role
We have an opportunity for a Head of Customer Service to join our Northern regional office team on a contract to December 2026. This leadership post manages the Department in the delivery of excellent customer service across our new homes developments in the region.
Responsibilities and Duties
- Work with construction delivery teams to become familiar with the New Homes Developments prior to handover and leading up to Practical Completion
- Agree customer strategy concerning defects, procedures, priorities and timescales, meeting contractual obligations
- Assess defects raised and manage the process with sub-contractors and suppliers within contracted timescales gaining customer satisfaction and trust
- Monitor, track and report upon progress of outstanding defects
- Manage customer expectations with non-defect related issues
- Track rectification works are completed with correct quality of workmanship and timescale
- Maintain regular communication with customers and ensure they are fully updated with the works being undertaken
- Ensure compliance with company Health and Safety procedures
- 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 Contracts Managers
- 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 procedures
- Proven record of leading and developing a team
- Understanding of Health and Safety practices and legislation
- Knowledge of contracts and obligations therein
- Ability to plan and manage multiple projects at a time
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. untypical is guided by its ambition to become the UK’s most customer‑centric housebuilder. By putting people and the planet at the heart of the communities that it builds, 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. We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.
Head of Customer Services - to December 2026 in Warrington employer: Tilia Homes
Contact Detail:
Tilia Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services - to December 2026 in Warrington
✨Tip Number 1
Get to know the company inside out! Research Tilia Homes and their values, especially their commitment to customer service and sustainability. This will help you tailor your conversations and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn to get the inside scoop on the company culture and what they look for in a Head of Customer Services. Plus, it’s a great way to make connections that could help you land the job!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service leadership and construction processes. Think about how you can demonstrate your technical knowledge and experience in managing teams effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining Tilia Homes and contributing to their vision.
We think you need these skills to ace Head of Customer Services - to December 2026 in Warrington
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer service shine through. We want to see how much you care about making a positive difference in people's lives, just like we do at Tilia Homes.
Tailor Your CV: Make sure your CV is tailored to the role of Head of Customer Services. Highlight your experience in managing teams and delivering excellent customer service, especially in the construction industry. We love seeing relevant examples!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language to describe your skills and experiences. We appreciate clarity, and it helps us understand how you can contribute to our team.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Tilia Homes.
How to prepare for a job interview at Tilia Homes
✨Know Your Stuff
Before the interview, dive deep into Tilia Homes' values and mission. Understand their commitment to customer service and sustainability. This will help you align your answers with their goals and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Head of Customer Services, you'll need to demonstrate your ability to lead a team effectively. Prepare examples from your past experiences where you've successfully managed teams, resolved conflicts, or improved customer satisfaction. Be ready to discuss how you can bring that expertise to Tilia Homes.
✨Prepare for Scenario Questions
Expect questions about handling defects and managing customer expectations. Think of specific scenarios where you've dealt with similar issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about their current customer service strategies or how they measure success in this role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
