Customer Support Coordinator in Hook

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. Our vision is to create a positive impact for people and the planet, and we invite you to discover the incredible opportunities that await you here.

The Customer Support Coordinator is responsible for taking ownership of customer issues, tasks and complaints once customers have settled into their new homes and been handed over from the Customer Relations Managers. The role includes managing resolution to completion, correctly identifying required actions, allocating resources timely, and ensuring necessary parts and supplies are ordered to enable remediation work. The coordinator keeps customers updated on progress toward resolution and ensures adherence to technology, processes, and health and safety protocols.

• Acts as a role model across the team in delivering great customer service.
• Always demonstrates positive behaviour when interacting with customers.
• Engages with customers professionally, establishing trust and resolving issues quickly.
• Minimises reputational risk by managing complaints, social media contacts and third‑party claims appropriately.
• Behaves with integrity, professionalism, and a positive, collaborative style.
• Works independently to resolve issues, tasks and complaints within required SLA timeframes.
• Organises work so customers are fully informed of progress and issues are resolved within SLA.
• Identifies solutions when blockers arise and informs the Customer Support Manager of factors that may hinder SLA compliance.
• Maintains quality notes for every interaction to provide an accurate record.
• Builds relationships with other functions, subcontractors and suppliers to resolve issues and provide feedback for continuous improvement.
• Takes responsibility for continuous development, seeks feedback and identifies gaps in customer engagement.
• Proposes improvements to make processes more efficient and cost‑effective.
• Keeps up to date with house types, products, specifications and new home technology to inform customer conversations.

• Previous experience in a fast‑paced customer service environment.
• Strong interpersonal and relationship‑building skills.
• Proven ability to work collaboratively and independently, prioritising work and finding solutions.
• Ability to remain calm, measured and resilient in challenging situations.
• Experience within the housebuilding industry.

We offer standard benefits including excellent retail discounts, company‑funded life insurance, private healthcare and access to a pension scheme with company contributions. Additional perks include a discounted house purchase scheme, car leasing scheme and share plans, along with a flexible benefits package that can be customised to suit your needs. Professional training, development and growth opportunities are designed to unlock your potential and help you achieve your career and personal goals.

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 ensure that barriers are eliminated in employment opportunities. We guarantee an interview to applicants who declare a disability during the application process and meet the minimum requirements for the role.

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