Customer Service Coordinator

Tilia Homes; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 30,000; Full time

Job summary

Tilia Homes is seeking a Customer Services Coordinator to join their Solihull team. This role involves providing high-quality customer service, managing reported defects, and ensuring customer satisfaction. Ideal candidates will possess strong interpersonal and negotiation skills, alongside a background in house building.

Benefits

26 days holiday plus additional bank holidays

Enhanced Company Pension Scheme

24/7 GP

Holiday Buy Scheme

Life Assurance

Retail discount portal

Employee Assistance Programme

Qualifications

• Strong interpersonal skills for customer interactions.
• Confident negotiation skills required.
• Intermediate proficiency in Microsoft Excel and Word.

Responsibilities

• Manage customer queries in a call centre environment.
• Log reported defects and coordinate solutions with subcontractors.
• Prepare progress reports for the Customer Care Manager.

Skills

Interpersonal skills

Negotiation skills

Customer service

Technical knowledge of house building

Microsoft Excel

Microsoft Word

Job description

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 looking for talented and enthusiastic individuals who will share this passion, to join our team.

Our benefits package includes:

• 26 days holiday withadditional bank holidays
• Enhanced Company Pension Scheme
• 24/7 GP
• Holiday Buy Scheme
• Life Assurance
• Retail discount portal
• Employee Assistance Programme

About The Role

TiliaHomes has anopportunity for a Customer Services Coordinator to join a friendly team within our Central Region based from our Solihull Office.

The aim of the role is to provide a professional, positive and enthusiastic service to our customers.

Duties will include:

• Working in a call centre environment speaking with customers and residential development sites
• Being responsible for ensuring reported defects are logged with Sites team
• Specify remedial works, allocate appropriate subcontractors and supervise this up to completion
• Conduct handovers (developing a demonstration role), pre-sale and 12 month close of defects inspections on shared ownership and outright sale products
• 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
• Help continuous improvement in customer satisfaction ratings

About The Candidate

• Strong interpersonal skills in dealing with internal and external customers
• Confident and able to demonstrate negotiation skills
• Ability to stay calm, professional and display patience when dealing directly with customer complaints
• Recognise the importance of customer service
• Able to evaluate and assess technical and commercial issues and make informed decisions
• Able to work independently ensuring our aftersales service is impartial
• Intermediate skills in Microsoft Excel and Word.
• Some technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works preferred

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.