Customer Services Co-ordinator

Tilia Homes; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 35,000; Full time

Job summary

Tilia Homes seeks a Customer Services Coordinator in Solihull to enhance customer satisfaction through effective communication and management of service requests. The role offers an engaging responsibility in a supportive environment focused on quality service and continuous improvement.

Benefits

26 days holiday with additional bank holidays

Enhanced Company Pension Scheme

24/7 GP

Holiday Buy Scheme

Life Assurance

Employee Assistance Programme

Qualifications

• Experience in a call centre environment.
• Ability to assess and specify remedial works.
• Technical knowledge of house building preferred.

Responsibilities

• Provide positive service to customers in a call center.
• Log defects and coordinate remedial works.
• Conduct inspections and maintain documentation.

Skills

Strong interpersonal skills

Negotiation skills

Customer service recognition

Technical and commercial assessment

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 with additional bank holidays
• Enhanced Company Pension Scheme
• 24/7 GP
• Holiday Buy Scheme
• Life Assurance
• Employee Assistance Programme

About The Role

TiliaHomes has an opportunity 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 You

• 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.