Customer Support Manager - Housebuilding

Tilia Homes; Warrington; Remote; GBP 30,000 - 45,000; Full time

Job summary

Tilia Homes seeks a Customer Support Manager to oversee remedial works and ensure compliance with quality standards until December 2026. This role, based in Warrington, requires extensive construction knowledge and strong stakeholder management skills, contributing to the Tilia Customer Journey and maintaining high customer satisfaction.

Benefits

Company Pension Scheme

26 days holiday with additional bank holidays

Life Assurance

Employee Assistance Programme

Qualifications

• Extensive build knowledge and customer service experience required.
• Ability to meet deadlines and manage key priorities effectively.
• Driving license necessary for the role.

Responsibilities

• Oversee management of remedial works and ensure compliance with standards.
• Conduct final quality inspections of properties before handover.
• Monitor costs and liaise with contractors and maintenance technicians.

Skills

Customer Satisfaction

Stakeholder Management

Quality Control

Job description

Customer Support Manager - Housebuilding Fixed term to 31st December 2026

• Customer Support Manager - Housebuilding Fixed term to 31st December 2026

About Us

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 and 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 were 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.