Customer Support Coordinator - Hook, RG27 9XA in Hampshire

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: 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, managing resolution through to completion. This includes correctly identifying what action needs to be taken, allocating the correct resource in a timely manner, and where appropriate, ensuring the necessary parts and supplies have been ordered to enable remediation works to be carried out. They should also ensure customers are kept up to date with progress towards the resolution of their issue or complaint. The Customer Support Coordinator 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.
• Ensures reputational risk is minimised by ensuring complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way.
• Works independently to resolve issues, tasks and complaints within the required SLA timeframe.
• Works in an organised and well-planned manner, so that customer issues, tasks and complaints can be resolved within SLA timeframes and customers are fully informed of progress.
• Looks for solutions when blockers to remedying issues for customers arise.
• Ensures issues, tasks and complaints have quality notes for reference.
• Builds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaints.
• Committed to continuous improvement.
• Takes responsibility for their own development by asking for feedback on their performance.
• Keeps up to date with house type ranges, products, specifications and new technology in the home.

Experience, Qualifications, Technical Requirements:

• Previous experience of working in a fast-paced Customer Service environment.
• Strong interpersonal and relationship building skills.
• Proven ability to work collaboratively.
• 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.
• Experience of working in the housebuilding industry.

What we offer at Taylor Wimpey: 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.

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.