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 ensure they trust the issue will be resolved quickly
* Minimises reputational risk by managing complaints, social media contacts and third‑party claims appropriately
* Models Taylor Wimpey values by behaving with integrity and professionalism in a collaborative and encouraging style
* Works independently to resolve issues, tasks and complaints within the required SLA timeframe
* Maintains an organised and well‑planned approach so that customer issues are resolved within SLA timeframes and customers are fully informed of progress
* Seeks solutions when blockers arise and informs the Customer Support Manager when factors may prevent resolution within SLA
* Ensures quality notes for all customer interactions so that further clarification is not required with the customer by another person
* Builds relationships with other functions to collaborate on resolving issues, tasks and complaints
* Builds relationships with subcontractors and suppliers to ensure they meet customer commitments and provides feedback to improve continuous improvement of the service offering
* Takes responsibility for personal development by seeking performance feedback to ensure ongoing improvement
* Identifies gaps in customer engagement ability (verbal and written) and takes responsibility for their continuous improvement
* Identifies ways of working that could be more efficient or cost effective and forwards ideas for improvement
Qualifications
* Previous experience 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 working in the housebuilding industry
Benefits
* Standard benefits including retail discounts, company‑funded life insurance, private healthcare and a pension scheme with company contributions
* Discounted house purchase scheme, car leasing scheme and share plans
* Optional benefit tailoring: extra annual leave, dependant coverage and more
EEO 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, ensuring that barriers are eliminated when it comes to employment opportunities. We guarantee an interview to applicants who declare a disability during the application process and meet the minimum requirements for the role.
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