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- Tasks: Manage customer issues and coordinate support operations to ensure satisfaction.
- Company: Taylor Wimpey, a leading housebuilder committed to building futures.
- Benefits: Full-time role with opportunities for skill development and a supportive work culture.
- Why this job: Be part of a team that makes a positive impact on people's lives and communities.
- Qualifications: Strong communication skills and experience in customer service or housebuilding.
- Other info: Inclusive employer with a commitment to diversity and career growth.
The predicted salary is between 30000 - 42000 £ per year.
Taylor Wimpey plc
Make your application after reading the following skill and qualification requirements for this position.
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/Purpose The Customer Support Co-ordinator (CSC) is responsible for the day to day management of the administration relating to all customer issues. This role takes ownership of all ongoing customers’ issues. The role allocates resources including Customer Service Operatives and contractors to undertake work in customers’ homes.
CSC’s are responsible for the collation and management of information and data upwards for analysis and the escalation of customer issues, where appropriate.
PLEASE NOTE: This is a full time, office based role.
Primary Responsibilities Administration of Customer issues
Monitor the Customer Services Inbox.
Receive and log on MS Dynamics the results of all telephone calls, emails and portal enquiries from Customers.
Ensure the preparation and issue of the weekly defects report for each site as directed by the CSM.
Ensure the preparation and issue of weekly exception report to each site as directed by the CSM.
Liaise with the NHBC claims department as required.
Provide feedback to the technical department in relation to defective materials, design errors etc.
Ensure all relevant documentation is updated in MS Dynamics and logged on the correct timelines.
Management of Contractors and Customer Support Operatives
Ensure the correct allocation of work to the Customer Support operative team, the existing site teams and/or contractors to fix issues that have arisen in new customer homes.
Allocate any NHBC inspections and other inspections as required.
Oversee the work of contractors and report on poor contractor outcomes to the Customer Director
Balance and co-ordinate the scheduling of CSO.
Ensure materials are available as required to facilitate remediation.
Managing remediation of outstanding issues
Maintain reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home.
Address unsuccessful/poor remediation of customer issues. Escalate as required.
Undertake defect reporting for the CSM keeping them aware of defects which are reoccurring.
Monitor customer and issue handling; maintain high standards of Customer Service.
Follow the complaints and escalated complaints procedure.
Refer challenging or complex customer issues to the CSM.
Manage costs
Order materials for the CSO team, process and invoices as required.
Undertake any contra- charging and raise payment requests as required.
Data capture and reporting
Ensure data is being input correctly and in line with the Group protocols Experience, Qualifications, Technical Requirements
Ability to work independently, prioritise work and take initiative.
Able to demonstrate efficiency and reliability in previous roles.
Ability to think ahead and forecast customer issues.
Great Interpersonal, communication and relationship skills.
Face to face customer services experience.
Experience in the housebuilding industry 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
Customer Support Coordinator employer: Taylor Wimpey
Contact Detail:
Taylor Wimpey Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Coordinator
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Taylor Wimpey on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common customer support scenarios. Think about how you'd handle tricky customer issues and be ready to share your experiences. We want to see your problem-solving skills in action!
✨Tip Number 3
Show your passion for customer service! During interviews, highlight your commitment to making a positive difference for customers. Share examples of how you've gone above and beyond in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the Taylor Wimpey team.
We think you need these skills to ace Customer Support Coordinator
Some tips for your application 🫡
Read the Job Description Carefully: Before you start your application, take a good look at the job description. Make sure you understand what we're looking for in a Customer Support Coordinator and how your skills match up. This will help you tailor your application to stand out!
Show Off Your Experience: When writing your application, highlight any relevant experience you have, especially in customer service or the housebuilding industry. We want to see how you've handled customer issues in the past and how you can bring that expertise to our team.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you're a great fit for the role.
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at Taylor Wimpey!
How to prepare for a job interview at Taylor Wimpey
✨Know Your Stuff
Before the interview, make sure you understand Taylor Wimpey's mission and values. Familiarise yourself with their customer service approach and how they handle issues. This will help you align your answers with what they’re looking for.
✨Showcase Your Experience
Be ready to discuss your previous roles in customer service, especially any experience in the housebuilding industry. Prepare specific examples of how you've successfully managed customer issues or improved processes in past jobs.
✨Demonstrate Your Communication Skills
Since this role requires great interpersonal skills, practice articulating your thoughts clearly. Think about how you would explain complex issues simply and effectively, as you might need to do this with customers or contractors.
✨Ask Insightful Questions
Prepare a few thoughtful questions about the role and the company culture. This shows your genuine interest in the position and helps you determine if it’s the right fit for you. Consider asking about how they handle challenging customer situations or their approach to team collaboration.
