Customer Relations Manager

Make a Home at Taylor WimpeyAt 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/PurposeThe 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 will be responsible for ensuring that the homes handed over to customers meet the Taylor Wimpey Consistent Quality Standards and are “customer-ready” and working with Sales and the Site team to ensure customers legally complete in the timeframes expected. They are also responsible for carrying out quality Home Demonstrations and all aftercare events in a timely and quality way, keeping customers informed on the progress of any issues they raise and working in partnership with the Site team to resolve these as quickly as possible.The Customer Relations Manager 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 ResponsibilitiesDemonstrates role model customer behaviourActs as an inspiring role model across the team in the delivery of great customer serviceAlways demonstrates positive behaviour when discussing or interacting with customersAlways 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 quicklyRole models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyoneDrives operational performance to achieve key business objectives and prioritiesWorks collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion dateInvites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possibleVisits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issuesDemonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed wellWorks independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLALooks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLAEnsures issues have quality notes for reference so there is an accurate record of all customer interactionsBuilds relationships with other functions and works collaboratively with them to resolve customer issuesBuilds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of our service offeringBuilds relationships with other functions and works collaboratively with them to resolve issues.Committed to continuous improvementTakes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvementIdentifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of theseIdentifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvementKeeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customersExperience, Qualifications, Technical RequirementsAble to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours Strong interpersonal, communication and relationship building skillsProven ability to work collaboratively, manage complex internal relationships and challenge appropriatelyProven ability to remain calm, measured and resilient in challenging situationsProven track record of ability to manage complex customer mattersPrevious experience of working in the housebuilding industryWhat 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.If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 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.Internal Applicants:Please inform your line manager if you wish to apply for this role.