Customer Support Manager - Housebuilding

Tilia Homes; Suffolk (VA); Remote; USD 50,000 - 80,000; Full time

Job summary

An ambitious and customer-focused company is seeking a Customer Support Manager to oversee remedial works in occupied properties. This role involves ensuring compliance with health and safety standards, managing service level agreements, and coordinating with contractors and customers. The ideal candidate will have extensive knowledge of the building process, a strong background in customer service, and excellent stakeholder management skills. Join a forward-thinking organization dedicated to delivering high-quality homes and creating sustainable communities.

Benefits

Company Pension Scheme

26 days holiday plus bank holidays

Life Assurance

Employee Assistance Programme

Qualifications

• Extensive build knowledge and experience in managing key priorities.
• Strong background in new build, NHQC, and customer service.

Responsibilities

• Manage remedial works in occupied properties and coordinate with contractors.
• Ensure compliance with health and safety standards and quality standards.

Skills

Stakeholder Management

Customer Service

Project Management

Health and Safety Compliance

IT Proficiency

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 is an ambitious, customer-focused, 5-star housebuilder committed to putting people and the planet at the heart of everything we do. We aim to deliver the highest standards in design, quality, and customer service.

We are seeking talented and enthusiastic individuals who share this passion to join our team.

Our benefits package includes:

• Company Pension Scheme
• 26 days holiday plus bank holidays
• Life Assurance
• Employee Assistance Programme

About The Role

Location: Warrington, with remote work across the North West of England.

Contract: Fixed-term until December 2026.

Role Overview:

Managing remedial works in occupied properties, coordinating with contractors, customers, and the Customer Service Team. Ensuring compliance with KPIs, quality standards, customer expectations, and budgets. Collaborating with regional and site teams to uphold the Tilia Customer Journey.

Key Responsibilities:

1. Ensure compliance with health and safety standards, NHBC standards, building regulations, and quality standards.
2. Conduct final quality inspections before property handover, alongside Directors.
3. Coordinate with maintenance technicians and subcontractors to monitor remedial works, minimizing homeowner disruption.
4. Control costs related to remedial works.
5. Manage Service Level Agreements and escalate concerns appropriately.
6. Exemplify professionalism, safety, and quality in all activities.
7. Contribute to maintaining Tilia’s 5-star HBF builder rating.
8. Attend NHBC resolution meetings as needed.

About You

You should have:

• Extensive build knowledge and experience managing key priorities.
• Strong background in new build, NHQC, and customer service.
• A passion for quality and customer satisfaction.
• Ability to meet deadlines effectively.
• Excellent stakeholder management and influencing skills.
• Proficiency in IT.
• Experience in construction and similar roles is advantageous.
• A full UK driving license.

We aim to create sustainable, inclusive communities and deliver homes that are affordable, desirable, and environmentally responsible, guided by innovation and excellence.