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
* Engages with customers in a professional manner to assure understanding of their problem and build trust
* Role models Taylor Wimpey’s values by behaving with integrity and professionalism, collaborating and encouraging all team members
Achievement of Business Objectives and Priorities
* Answers and handles all internal customer calls appropriately, including calls from sites and other business units regarding call‑off orders
* Handles enquiries regarding pricing, missing products, damaged goods and delivery times via telephone or email
* Keeps customers informed of enquiry status at all times
* Processes all orders onto the TWL X3 system and performs data entry
* Liaises with other TWL departments to ensure objectives are met
* Escalates complaints as required
* Manages departmental filing where necessary
* Meets all administrative and reporting requirements according to company policies and agreed time‑frames
* Achieves all Key Performance Indicator targets across all areas of Customer Service
* Completes any other administrative duties requested by the Customer Services & Regional Account Manager
* Complies with the company’s health and safety policy and promotes compliance among others
* Adheres to company procedures and performance standards
Committed to Continuous Improvement
* Seeks feedback on performance and takes responsibility for ongoing improvement
* Identifies gaps in customer engagement skills and works to improve them
* Proposes efficient and cost‑effective ways of working
* Keeps up to date with house type ranges, products, specifications and new technology to inform conversations with sites
Experience, Qualifications, Technical Requirements
* Previous experience in a fast‑paced Customer Service environment
* Strong interpersonal and relationship building skills
* Proved ability to work collaboratively
* Proved ability to work independently, prioritise, and take initiative to solve problems
* Proved ability to remain calm, measured and resilient in challenging situations
* Experience working in the house‑building industry
* Computer literate; competent with Microsoft Word, Excel and PowerPoint
* Strong written and verbal communication skills
What We Offer
We provide a range of benefits, including retail discounts, company‑funded life insurance, private healthcare, a pension scheme with company contributions, discounted house purchase and car leasing schemes, share plans, and personalised options such as extra annual leave.
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 and guarantee an interview to applicants who declare to us that they have a disability and meet the minimum requirements for the role.
Internal Applicants
Please inform your line manager if you wish to apply for this role.
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