Customer Support Coordinator - Peterborough, PE2 9EN

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

To supply administrative support to the Customer Services Department and communicate effectively with internal customers.

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.
• Always 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 quickly.
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone.
• Achievement of business objectives and priorities.
• Answering and handling all internal customer calls appropriately, including calls from Sites and other Taylor Wimpey Business Units regarding call-off orders.
• Handling all enquiries regarding pricing, missing products, damaged goods, delivery times, etc., via telephone or email.
• Keeping the customer informed at all times regarding the status of their enquiry.
• Data entry and processing of all orders onto the TWL X3 system.
• Liaise with other TWL departments to ensure Customer Service Department objectives are met.
• Escalation of complaints.
• Departmental filing as required.
• Ensure all administrative and reporting requirements are met according to Company policies and agreed time-frames.
• Ensure all Key Performance Indicator targets are reached across all areas of Customer Service.
• Any other administrative duties as requested by the Customer Services & Regional Account Manager.
• Comply with the Company’s health and safety policy, and do your best to ensure the compliance of other parties.
• Follow and adhere to Company procedures and standards of performance.

Committed to continuous improvement

• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing performance.
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these.
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement.
• Keeps up to date with house type ranges, products, specifications and new technology in the home to ensure informed conversations with sites.

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.
• Computer literate. Competent with Microsoft Word, Excel and PowerPoint.
• Strong written and verbal communication skills.

What we offer at Taylor Wimpey

At 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 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.

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