Customer Relation Manager

Make a Home at Taylor WimpeyAt Taylor Wimpey, we don’t just build houses; we build futures. Home to work that matters, and you can be a part of it.Job summary/PurposeTo act as the customers’ key point of contact in the Taylor Wimpey Customer Journey from the point they are introduced to their home onwards, managing the customer relationship face to face. The Customer Relations Manager plays a key role in confirming our homes are at the required standard at the point of handover; we need our Customer Relations Managers to help our customers make our houses their homes. As the Customer Relations manager, you will be responsible for a critical part of our customer journey. Prior to Home Quality InspectionLiaise with the Business Unit Customer Director to gain knowledge/understanding of relevant sites and customers.Home Quality InspectionAttend properties across multiple sites and undertake the Home Quality Inspection in line with CQA standards Inform relevant parties when the Home Quality Inspection has been successfully completed.Complete relevant inputs on mInspect to notify successful completion of the Home Quality Inspection, triggering thecustomers\’ Notice to Complete\’.Where unsuccessful, prepare/distribute an advisory report to the Site Manager, Managing Director and other relevant directors/managers to confirm the issues identified, and a new inspection date/time with the Site Manager.Customer aftercareIn conjunction with the Customer Support team, liaise with customers following their move in, to ensure they are settling in happily and there are no issues.Conduct a Courtesy visit to ensure that customers are settled in and capture any reported snags and defects on dynamics In conjunction with the Customer Support team, coordinate work to address any issues at any stage post move in.and also feeding back associated customer data for analysis.In conjunction with the Business Unit Customer Support team, liaise with customers at the 56 day point to ensure all issues are resolved and to confirm they are submitting the Home Builders Federation (HBF) survey form.Undertake general administration duties and diary management as required in conjunction with the Customer Support team andCustomers.Home InspectionsUndertake NHBC Inspections, Housing association end of year defects inspections and any inspections of customer properties needed to ascertain what the issues are.Experience, Qualifications, Technical RequirementsAbility to work independently, prioritise work and take initiativeStrong project management skillsAble to demonstrate efficiency and reliability in previous rolesAbility to think ahead and forecast customer issuesGreat Interpersonal, communication and relationship skills.Comfortable managing complex internal relationships and able to challenge appropriatelyFace to face customer services experienceAbility to work flexibly, some weekend, early morning and evening working will be requiredHouse building technical background and understandingSenior stakeholder engagementMedia trainingWhat we offer at Taylor WimpeyAt Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it\’s about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.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 StatementAs 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.