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Customer Relations Manager
Taylor Wimpey Plc
Customer Relations Manager responsible for ensuring quality handover and aftercare of Taylor Wimpey homes to customers.
13d ago
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Leicester, England, United Kingdom
Onsite
Company Size
10,000 Employees
Service Specialisms
Property Development
Construction services
Design
Project Management
Engineering
Architecture
Technical Services
Sector Specialisms
Residential
Role
What you would be doing
issue management
client delivery
customer interactions
performance improvement
process improvement
technical knowledge
- Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
- Builds relationships with other functions and works collaboratively with them to resolve issues.
- Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA
- Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
- Works 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 date
- Builds relationships with other functions and works collaboratively with them to resolve customer issues
- Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
- Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
- Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
- Builds 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 offering
- Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers
- Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
- 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
- Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
- Acts as an inspiring role model across the team in the delivery of great customer service
What you bring
problem solving
housebuilding experience
resilience
communication skills
relationship building
managing complex matters
- Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
- Previous experience of working in the housebuilding industry
- Proven ability to remain calm, measured and resilient in challenging situations
- Strong interpersonal, communication and relationship building skills
- Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
- Always demonstrates positive behaviour when discussing or interacting with customers
- Able to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours
- Proven track record of ability to manage complex customer matters
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- credit and criminal records check
Company
Overview
Founded in 1980
Years in Business
Established their presence as a major homebuilder in the UK with a long-standing history of delivering quality homes.
Merged in 2007
Significant Merger
Expanded operations through a notable merger, enhancing their position in the housing market.
- Specializes in creating new communities, developing residential and mixed-use projects across the country.
- A diverse portfolio includes affordable housing, family homes, and premium developments tailored to various customer needs.
- Works with local authorities and communities to design homes that blend seamlessly into their surroundings.
- Focuses on sustainable development, emphasizing energy-efficient homes.
- Known for delivering homes on time, providing quality and reliability in construction.
- Known for excellent customer service, ensuring homes meet the highest standards.
- Plays a significant role in the housing sector, influencing the growth and development of the UK property market.
- We put people first.
- We act with integrity.
- We strive for excellence.
- We are passionate about delivering quality.
- We are collaborative.
25% CO2 Reduction
Carbon Emissions Drop
Achieved a significant reduction in carbon emissions per unit of housing over the past 5 years.
10% Water Usage
Efficiency Goal
Committed to reducing water consumption per home by 2025.
30% Zero Carbon
Sustainable Housing Target
Aimed to deliver a portion of homes with zero carbon emissions by 2025.
80% Waste Recycled
Construction Recycling
Over 80% of construction waste is recycled, reducing landfill use.
- Targeting net zero carbon emissions by 2050.
- Pioneering the use of renewable energy sources in our developments.
40% Target
Senior Leadership Goal
Aiming for 40% women representation in senior leadership roles by 2025.
37% Achieved
Women in Senior Roles
37% of senior leadership positions are currently held by women as of 2023.
- Committed to increasing representation of underrepresented groups in management.
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