Make a Home at Taylor Wimpey
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.
Job Summary
The Customer Support Operative is responsible for the inspection and remediation of issues and defects in customers’ homes, working in collaboration with the Customer Support Coordinators to ensure the required materials and supplies have been ordered and always keeping customers informed on the progress of their issues. The Operative should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.
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 so they are assured we have understood their problem and trust us to resolve it quickly.
* Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone.
* May carry out inspections of potential remedial works to understand if work is required, what needs doing and how many people will be required.
* Undertakes remedial works that might encompass a range of trades such as carpentry, painting, dry‑lining, and any other remedial works as requested by the Customer Support Manager or Senior Customer Support Operative.
* If required, sources materials cost‑effectively with the agreement of the Manager.
* Keeps the Customer Support Coordinators updated on progress on customer remediation works.
* Builds relationships with other functions and works collaboratively with them to resolve issues and prevent re‑occurrence.
Committed to Continuous Improvement
* Takes responsibility for their own development by seeking feedback on their performance to ensure ongoing improvement.
* Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for continuous improvement of these.
* Identifies ways of working that could be more efficient and/or cost effective and proposes ideas for improvement.
* Keeps up to date with industry best practice.
Experience, Qualifications, Technical Requirements
* Qualified City & Guilds carpenter or painter.
* Able to demonstrate flexibility, efficiency and reliability.
* 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.
* Clean driving licence.
* Previous experience in the housebuilding industry.
* Experience of other trades besides carpentry and painting.
What We Offer At Taylor Wimpey
We enjoy many benefits as standard, including excellent retail discounts, company‑funded life insurance and 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, as well as the opportunity to tailor your benefit package to suit your needs (e.g., buying extra annual leave or adding dependants to your benefit cover). We provide industry‑leading professional training and development, helping you 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 to eliminate barriers in employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare 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.
Seniority level
* Entry level
Employment type
* Full‑time
Job function
* Other
Location
Cardiff, Wales, United Kingdom
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