Customer Support Operative in Dunfermline

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 Customer Support 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

Demonstrates role model customer behaviour

• 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
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Drives operational performance to achieve key business objectives and priorities

• May carry out inspections of potential remedial works in order 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 e.g. 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 Customer Support Manager or Senior Customer Support Operative
• Keeps the Customer Support Coordinators updated of 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 asking for feedback on their performance to ensure ongoing improvement
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Keeps up to date

Experience, Qualifications, Technical Requirements

• Qualified City & Guilds carpenter or painter
• Able to demonstrate ability to work flexibly, efficiently and reliably
• 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 of working in the housebuilding industry
• Experience of other trades than 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 our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover. Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

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 have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.