Customer Support Co-Ordinator

Customer Support Co-Ordinator (9-12 Months Fixed Term Contract)

At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all.

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people.

Home to work that matters, and you can be a part of it.

The Customer Support Coordinator is responsible for taking ownership of customer issues, tasks and complaints once customers have settled into their new homes and been handed over from the Customer Relations Managers, managing resolution through to completion. This includes correctly identifying what action needs to be taken, allocating the correct resource in a timely manner, and where appropriate, ensuring the necessary parts and supplies have been ordered to enable remediation works to be carried out.

They should also ensure customers are kept up to date with progress towards the resolution of their issue or complaint.

• Acts as an inspiring role model across the team in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Ensures reputational risk is minimised by ensuring complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Achievement of business objectives and priorities

• Works independently to resolve issues, tasks and complaints within the required SLA timeframe
• Works in an organised and well-planned manner, so that customer issues, tasks and complaints can be resolved within SLA time frames and customers are fully informed of progress
• Looks for solutions when blockers to remedying issues for customers arise and ensures the Customer Support Manager is made aware when factors may not enable the resolution to happen within SLA
• Ensures issues, tasks and complaints have quality notes for reference so there is an accurate record of all customer interactions and so that further clarification isn’t required with the customer by another person
• Builds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaints
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of their service offering

Committed to continuous improvement

• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing performance
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Keeps up to date with house type ranges, products, specifications and new technology in the home to ensure informed conversations with customers

• Previous experience of working in a fast-paced Customer Service environment
• Strong interpersonal and relationship building skills
• Proven ability to work collaboratively
• Proven ability to work independently, prioritise work and take…