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Customer Support Coordinator
Taylor Wimpey
Manage post‑settlement customer issues, tasks and complaints to resolution.
2d ago
Junior (1-3 years), Expert & Leadership (13+ years)
Full Time
Suffolk, GB, IP32 7AR
Office Full-Time
Company Size
5,000+ Employees
Service Specialisms
Construction
Development
Sector Specialisms
Residential Homes
Role
What you would be doing
issue resolution
sla management
customer communication
relationship building
documentation
escalation
- Works independently to resolve issues, tasks and complaints within the required SLA timeframe
- Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing performance
- Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
- 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
- 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 their service offering
- Ensures issues, tasks and complaints have quality notes for reference so there is an accurate record of all customer interactions and so that further clarification isn’t required with the customer by another person
- Looks for solutions when blockers to remedying issues for customers arise and ensures the Customer Support Manager is made aware when factors may not enable the resolution to happen within SLA
- 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
- Keeps up to date with house type ranges, products, specifications and new technology in the home to ensure informed conversations with customers
- Builds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaints
- Acts as an inspiring role model across the team in the delivery of great customer service
- Ensures reputational risk is minimised by ensuring complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way
- Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
What you bring
problem solving
interpersonal
resilient
customer service
collaborative
housebuilding
- Proven ability to work independently, prioritise work and take initiative to find solutions to problems
- Strong interpersonal and relationship building skills
- Proven ability to remain calm, measured and resilient in challenging situations
- Previous experience of working in a fast-paced Customer Service environment
- Always demonstrates positive behaviour when discussing or interacting with customers
- Proven ability to work collaboratively
- Experience of working in the housebuilding industry
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- One of the UK's leading residential developers, specializing in the construction and sale of new homes across the country, with operations across 22 regional businesses.
- With a rich history dating back to the 19th century, the company has established itself as a prominent player in the British housing market.
- Offers a diverse range of properties, from compact apartments to spacious family homes, catering to various budgets and lifestyle needs.
- Innovative schemes such as the 'Own New Rate Reducer' provide competitive mortgage rates for both first-time buyers and existing homeowners, simplifying the path to purchasing a new home.
- Operations extend beyond mere construction, encompassing land acquisition, planning, and development of entire neighborhoods, contributing to local infrastructure and amenities.
- Dedicated Customer Service: Ensuring a smooth and satisfying home-buying experience for all customers.
- Quality Assurance: Maintaining high standards in construction, emphasizing quality in materials and workmanship.
- Building a Better World: Contributing positively to the environment and society through sustainable practices and community engagement.
- Creating Better Communities: Developing thriving communities by integrating local needs and enhancing residents' quality of life.
2045 Net Zero
Value Chain Target
Committed to achieving net zero across the entire value chain by 2045, validated by the Science Based Targets initiative (SBTi).
2035 Operations
Net Zero Goal
Aiming to reach net zero in operations by 2035, aligning with global sustainability efforts.
2023 Energy Rating
EPC B Homes
Over 90% of homes built in 2023 achieved an Energy Performance Certificate rating of B, showcasing strong sustainability performance.
1.5°C Pathway
Science-Based Target
Net zero target validated against the 1.5°C mitigation pathways by the Science Based Targets initiative (SBTi).
- A comprehensive environment and sustainability strategy is in place to reduce environmental impact and promote sustainable development.
- Energy-efficient homes are constructed to reduce the environmental footprint and provide long-term cost savings for homeowners.
- Features of energy-efficient homes include insulation, energy-efficient walls and windows, 100% low energy light fittings, and energy-efficient appliances.
44% Board, 33% Workforce
Gender Diversity Representation
women make up a significant portion of leadership and overall workforce.
10,438 Homes, 23% Affordable
New Homes in UK
this includes homes built in joint ventures in the UK in 2023.
98% Agree
Employee Sentiment
percentage of employees who feel the company prioritize health & safety.
- A comprehensive inclusion and diversity strategy promotes equal opportunities, increases representation of underrepresented groups, and fosters an inclusive culture.
- Employee resource groups support women, LGBTQ+ employees, and ethnic minorities.
- Targets aim to improve diversity in leadership positions and gender balance across all organizational levels.
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