Job Summary
To supply administrative support to the Customer Services Department and communicate effectively with internal customers.
Primary Responsibilities
* 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
* 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
* Answering and handling all internal customer calls appropriately. This will include but is not restricted to calls from Sites and other Taylor Wimpey Business Units regarding call‑off orders.
* Handling all enquiries regarding pricing, missing products, damaged goods, delivery times, etc. These may be via telephone or email.
* Keeping the customer informed at all times regarding the status of their enquiry.
* Data entry and processing of all orders onto the TWL X3 system.
* Liaise with other TWL departments to ensure Customer Service Department objectives are met.
* Escalation of complaints.
* Departmental filing as required.
* Ensure all administrative and reporting requirements are met according to Company policies and agreed time‑frames.
* Ensure all Key Performance Indicator targets are reached across all areas of Customer Service.
* Any other administrative duties as requested by the Customer Services & Regional Account Manager.
* Comply with the Company’s health and safety policy, and do your best to ensure the compliance of other parties.
* Follow and adhere to Company procedures and standards of performance.
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 sites
Experience, Qualifications, Technical Requirements
* 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 initiative to find solutions to problems
* Proven ability to remain calm, measured and resilient in challenging situations
* Experience of working in the housebuilding industry
* Computer literate. Competent with Microsoft Word, Excel and PowerPoint
* Strong written and verbal communication skills
What we offer at Taylor Wimpey
We enjoy many benefits as standard, including excellent retail discounts, company‑funded life insurance, private healthcare and access to a quality pension scheme with company contributions. We also offer a discounted house purchase scheme, car leasing scheme and share plans, and the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.
We provide opportunities for growth and development. You will gain industry‑leading professional training and development, and support to unlock your potential and fulfil your career and personal goals.
Inclusivity Statement
As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long‑term health conditions which impact their ability to engage in normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare a disability during the application process and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.
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