untypical are an ambitious 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.
The post delivers multi-trade repairs and maintenance to new homes housing developments, providing excellent customer service at all times.
Our benefits include:
- Bonus Scheme
- Enhanced pension Scheme
- Life Assurance
- 26 days holiday with additional bank holidays
- Holiday Buy Scheme
- Employee Assistance Programme
We have an opportunity for an Operations Manager to support our Customer Service team and contractors in providing solutions and ensuring delivery of remedial work to our customers to timescale and standard. This post will be based from our Bedford office in the Eastern region. This is a fixed term contract of 12 months.
This post will be on our sites, managing trades/contractors and ensuring remedial work is carried out to time and speification.
Aim of the post
To support the business in maintaining high levels of customer satisfaction throughout the customer journey. To proactively manage projects and dissatisfied customers through to resolution and enhance the company reputation whilst being conscious of costs. Provide industry knowledge and support to the customer services team to achieve the right resolution for our customers and ensure solutions are delivered.
Main Duties
- Ensure compliance with company Health and Safety procedures
- Proactivly engage and work with the NHBC to resolve resolution and insurance claims through to completion
- Meet with customers face to face and manage customer snagging and defects through to completion in line with the New Homes Quality Code
- Provide feedback reports to Head of Customer Services on common defects, poor performance detail and poor supply chain performance
- Contribute to the departments targets and objectives as defined and agreed
- Prepare and issue detailed inspection reports with photos in a timely manner
- Supporting with improvement plan for the 5 star customer satisfaction status inline with the new combined HBF rating
- Liaison with other departments, such as construction, sales, technical and commercial to achieve the right resolution for our customers
- Involvement in the handover of common spaces to management companies
- Support with Housing Association relationships, by attending 12-month inspections and monitoring completion of issues within agreed timescales
- This job description is not a definitive list of duties. It provides an outline of Key Performance Indicators required for this position. The job holder may be asked to undertake other duties to meet business requirements
- Working knowledge of New Homes Quality Code
- Technical knowledge in identifying causes and remedy of defects
- Understanding boundary disputes and their resolution
- Excellent customer service skills, and customer liasion experience
- Management of trades in delivering timely, quality solutions
- A full UK driving licence 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.
untypical is guided by its ambition to become the UK’s most customer-centric housebuilder. By putting people and the planet at the heart of the communities that it builds, 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.
