About Us
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 committed to making a positive difference in the local areas we build new homes. We pride ourselves on being an inclusive and diverse employer of choice and build careers, not just communities. We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.
Our benefits include:
* Bonus Scheme
* Enhanced Pension Scheme
* Life Assurance
* 26 days holiday with additional bank holidays
* Holiday Buy Scheme
* Employee Assistance Programme
About The Role
Tilia Homes has an exciting opportunity for a Senior Customer Services Co-ordinator to join a friendly team within our Western Region based from our Exeter Office.
The purpose of the role will include;
* Ensure the Customer Service Administration Team consistently provides a professional, positive and enthusiastic service to our customers, motivating and supporting the team as necessary
* Always provide excellent customer service, ensuring SLAs are consistently met and promoting the brand wherever possible
* Customer visits maybe required to discuss warranty matters, managing customer expectation.
* Ensure the team is always adequately resourced, assisting in recruitment for vacancies, and preparing and distributing the team rota
* Categorising works successfully, ensuring management of costs are minimised
* Regularly appraise the team’s performance, and support development as appropriate to achieve best performance and exceed our customer expectations
* Ensure response times are met, handling calls efficiently and with a target of answering within acknowledging homeowners’ emails within the current SLA
* Accurately record information and follow procedures for logging calls on MARBLE/COINS (the in-house CRM system), ensuring this is adhered to throughout the team
* Challenge and question where you believe work practises can be improved and embrace any new procedures
* Comply with all areas relating to Health and Safety, raising any concerns with the relevant person to maintain a safe working environment
* Liaise with customers and sub-contractors to ensure necessary remedial work is completed in line with contractual requirements and timescales, ensuring original subcontractors are tasked to defects in the 2-year period
* Follow procedures for tasking works with sub-contractors, reporting any failures to follow the Customer Care Charter
* Manage escalated complaints and significant issues in line with our complaint’s procedure and Company policies
* Liaise with Commercial support to ensure required works are pursued
* Actively support all Customer Service activities within the company
* Provide regular performance reports on Customer Service performance and assist with Board paper preparation for the Departmental Director
* Processing 21-day defect reports, and liaising with the site team
* Uploaded HBF Responses for all Sites to Coins under plot file and upload to attachments
* Monitor courtesy calls due to ensure completed and coins updated correctly, and raise with Managers, if coordinators are not completing them
* Support the team and help train where required
About You
* Experience in a similar role
* Able to think strategically and coordinate complicated work programmes
* Demonstrate excellent interpersonal skills in dealing with internal and external customers
* Confident and able to demonstrate excellent negotiation skills
* Must be able to stay calm, professional, efficient and display patience when dealing directly with customer complaints
* Recognise the importance of customer service and meet the standards required when dealing with both internal and external customers
* Able to evaluate and analyse information in a logical manner
* Good technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works
* Able to evaluate and assess technical and commercial issues and make informed decisions
* Self-motivated, working as part of a team under own initiative
* Able to motivate both internal and external workforce
* Able to work independently to both commercial and delivery functions ensuring our aftersales service is impartial
* Intermediate skills in Microsoft Excel and Word
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