Make a Home at Taylor Wimpey
At Taylor Wimpey, we don’t just build houses; we build futures for our customers and our people. We bring our collective skills together to create amazing outcomes. With 22 regional offices across the UK and operations in Spain, you will have the tools to develop your skills and the freedom to explore new avenues.
Job Summary
The Customer Support Manager is responsible for the day‑to‑day management of administration relating to all customer issues. This role manages the Customer Support Coordinators (CSCs) and oversees all ongoing customer issues. You will allocate resources, including Customer Service Operatives and contractors, to undertake work in customers’ homes. Working closely with the Customer Service Director, you will collate and manage information for analysis, and handle escalation of customer issues when appropriate. You may deputise for the Customer Service Director when required.
Primary Responsibilities
- Act as an inspirational role model across the BU, delivering great customer service.
- Demonstrate positive behaviour when interacting with customers and minimise reputational risk by managing complaints, social media contacts and third‑party claims.
- Act as point of escalation for complaints and review reasons for escalation to prevent future ones.
- Build a shared customer vision so the team understands what great service looks like.
Leadership and Team Development
- Model Taylor Wimpey’s values with integrity and professionalism, fostering a collaborative and encouraging style.
- Build a strong team ethos, promote shared values, and bring out the best in others.
- Treat everyone fairly, with respect, and ensure team members feel valued and connected.
- Recognise and reward appropriate attitude, behaviour and performance.
- Take responsibility for own development by seeking feedback and improving.
- Inspire and develop the team to build their knowledge and skill‑set for best‑in‑class service.
Operational Performance
- Drive high performance from the team to consistently achieve SLAs, measured by the 9‑month customer satisfaction metric.
- Take a solution‑focused approach to meet SLAs and investigate root causes of customer issues and complaints.
- Identify blockers to SLA achievement and put plans in place to tackle them.
- Implement a digital approach by embedding new technology.
- Build relationships with subcontractors and suppliers to ensure they meet customer commitments and provide feedback for continuous improvement.
- Support the Customer Director in managing customer service costs, including CSO spend and contra‑charging with subcontractors.
Continuous Improvement
- Analyse data to identify repeated customer issues and propose improvement plans.
- Identify gaps in customer engagement skills and take responsibility for their improvement.
- Suggest efficient and cost‑effective ways of working, and keep up to date with house types, specifications and technology.
Experience, Qualifications, Technical Requirements
- Experience leading teams.
- Experience working in a customer‑facing environment.
- Ability to work independently, prioritise work and take initiative.
- Strong organisational skills.
- Excellent interpersonal, communication and relationship skills.
- Ability to work in a fast‑paced, pressurised environment and remain calm, measured and resilient.
- Housebuilding or related industry experience.
- Experience in management information analysis.
What We Offer
We provide benefits such as excellent retail discounts, company‑funded life insurance, private healthcare, a pension scheme, a discounted house purchase scheme, a car leasing scheme, share plans, and the ability to tailor your benefits package. We also offer industry‑leading professional training and development to unlock your potential and fulfil your career and personal goals.
Inclusivity Statement
We are a Disability Confident Employer committed to creating a diverse and inclusive workforce. We guarantee an interview to applicants who declare a disability and meet the minimum role requirements.
Internal Applicants
Please inform your line manager if you wish to apply.
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