Customer Support Manager - Housebuilding

Tilia Homes; Suffolk (VA); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading housebuilder, Tilia Homes, seeks a Customer Support Manager for a fixed-term contract until December 2026. This remote role involves overseeing remedial works while ensuring compliance with company standards and customer satisfaction, working closely with various teams within the organization.

Benefits

Company Pension Scheme

26 days holiday with additional bank holidays

Life Assurance

Employee Assistance Programme

Qualifications

• Extensive new build, NHQC and Customer Service experience.
• Ability to meet deadlines in a timely manner.
• Strong stakeholder management skills.

Responsibilities

• Overseeing the management of remedial works and coordinating with contractors.
• Ensuring compliance to Health & Safety standards and quality expectations.
• Monitoring costs of remedial works and contributing to HBF 5* builder rating.

Skills

Stakeholder management

Customer Service

Health & Safety compliance

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.