Customer Relations Manager - Maternity Cover

Overview

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.

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life. Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. Home to work that matters, and you can be a part of it.

Job Summary

The Customer Relations Manager acts as the key point of contact for customers as they move through the Taylor Wimpey Customer Journey from the point they are introduced to their finished home prior to legal completion until they have settled into their new home (typically 8 weeks). They are responsible for ensuring that the homes handed over meet the Taylor Wimpey Consistent Quality Standards and are “customer-ready,” and for working with Sales and the Site team to ensure customers legally complete in the expected timeframes. They are also responsible for carrying out quality Home Demonstrations and all aftercare events in a timely and high-quality way, keeping customers informed on the progress of any issues and working with the Site team to resolve them promptly.

The Customer Relations Manager should be proficient with the technology provided to perform their role and adhere to relevant processes and procedures, including all health and safety regulations and protocols.

Primary Responsibilities

• Demonstrates role model customer behaviour: Acts as an inspiring role model across the team in the delivery of great customer service; always engages with customers professionally to ensure they feel understood and trust that issues will be resolved quickly; demonstrates Taylor Wimpey values with integrity and professionalism.
• Drives operational performance to achieve key business objectives: Works with the Site and Sales teams to ensure Home Quality Inspections, Home Demonstrations and Aftercare events are carried out in a timely manner relative to the anticipated legal completion date; invites customers to Home Demonstrations and Pre-Completion Inspections; visits customers post-move-in to collect snagging lists and coordinates with the Site team to resolve issues.
• Addresses issues and maintains records: Demonstrates a solution-focused approach to meet SLAs; works independently and in an organized way to resolve issues, tasks and complaints within the required SLA; ensures quality notes for reference and builds relationships with other functions and subcontractors to resolve issues and drive continuous improvement.
• Continual improvement: Takes responsibility for personal development, identifies gaps in customer engagement skills, and suggests more efficient or cost-effective ways of working; stays up to date with house type ranges, products, specifications and new technology.

Experience, Qualifications, Technical Requirements

• Able to work flexibly, including some weekend and end-of-day hours
• Strong interpersonal, communication and relationship-building skills
• Ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Calm, measured and resilient in challenging situations
• Proven track record of managing complex customer matters
• Previous experience in the housebuilding industry

What We Offer at Taylor Wimpey

We offer a comprehensive benefits package, including retail discounts, company-funded life insurance and private healthcare, and a quality pension scheme with company contributions. Options include a discounted house purchase scheme, car leasing scheme and share plans, plus the ability to tailor your benefits with options such as buying extra annual leave or adding dependants to your cover. Our total reward package supports growth and development and a welcoming culture where everyone can feel at home. We provide industry-leading professional training to help you unlock your potential and achieve your career and personal goals across opportunities and environments.

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 remove barriers to employment opportunities. We guarantee an interview to applicants who declare their disability during the application process and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.

Internal Applicants

Please inform your line manager if you wish to apply for this role.