Job Summary
The Customer Director plays a key strategic role in driving the customer culture of the Business Unit, acting as "Voice of the Customer" at board level to influence forward‑looking actions that deliver an improving customer experience and using data and insights to drive more customer‑focused thinking and behaviours.
In conjunction with fellow board members, they also input into the overall strategic direction of the Business Unit and play an active role in contributing to decisions on all elements of the Business Unit strategy, business plans and cost management, including land purchase, planning applications, build direction and sales strategies.
The role holder is specifically responsible for leading the Customer Service function and is expected to provide inspiring leadership so that their team delivers best‑in‑class service. They should also identify best practice from a customer perspective to drive change and improve satisfaction throughout the customer journey, from reservation through to successful home ownership.
Primary Responsibilities
* Acts as an inspirational role model across the BU in the delivery of great customer service and is relentless in communicating the customer message
* Sets the tone of importance of customer across the BU and always demonstrates positive behaviour when discussing or interacting with customer
* Develops strong working partnerships with their peers and across functions to encourage seeing homes through the eyes of our customers
* Identifies skills‑gap in customer engagement ability across the BU and develops appropriate plans to improve customer interactions
* Regularly engages with customers to keep close to the good and bad experiences they have throughout their end to end journey
* Proactively engages in the appointment and management of contractors and suppliers to ensure their impact on the customer experience is to the expected standard
* Ensures reputational risk is minimised by managing complaints and social media contacts and acts as final point of escalation for complaints where required
Provides inspiring leadership
* Role models and champions Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone in the BU
* Builds a strong team ethos, promoting shared values and has the ability to get the best out of others
* Treats everyone fairly and with respect, ensuring team members feel valued, included and connected and takes a genuine interest in them
* Inspires and develops team to build their knowledge and skill‑set to deliver best‑in‑class customer service and ensures strong succession plans are in place to mitigate future risk around performance
* Drives team to consistently achieve quantative and qualitative SLA’s, regularly calibrates their performance and gives quality feedback
* Recognises and rewards the right attitude, behaviour and performance
* Demonstrates resilience and an ability to hold others to account
* Takes responsibility for their own ongoing development, by remaining up to date with external customer service trends and innovations, investing in their professional development and regularly asking for feedback on their performance to ensure ongoing performance improvements
* Actively seeks to identify and address barriers to diversity and inclusion
Experience, Qualifications, Technical Requirements
* A board‑level disciplined director or an individual who is ready for that next step in their career
* Extensive experience of leading teams in a customer‑facing environment
* Working at a senior level in a customer‑focused environment and influencing customer strategy
* Experienced in face‑to‑face customer contact and complaint handling, including written communications
* Experienced in management information analysis and implementing improvements to systems and processes based on relevant data
* Experienced in understanding business performance data and reporting
* Experienced in the use of technology to deliver an improving customer experience
* Excellent relationship management with well‑formed influencing and networking skills
* Proven budgetary management and commercial experience
* Working in a pressured environment but able to remain calm, measured, and resilient
* Experience and knowledge of house‑building and related industries
* Experience in managing people through change
* Breadth of customer experience from different industries
* Experience of external, outside‑looking benchmarking
What we offer at Taylor Wimpey
We offer a range of benefits including excellent retail discounts, company funded life insurance and private healthcare, access to a quality pension scheme with company contributions. Additional perks include a discounted house purchase scheme, car leasing scheme, share plans, and the opportunity to tailor your benefit package with options such as buying extra annual leave or adding dependants to your benefit cover.
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 affect their ability to perform normal daily activities, ensuring 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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