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Customer Support Coordinator
Taylor Wimpey
Coordinating administrative tasks and managing contractors and customer support operatives to address customer issues and ensure high standards of customer service in the housebuilding industry
21d ago
Expert & Leadership (13+ years), Junior (1-3 years)
Full Time
Milton Keynes, GB, MK3 5SD
Office Full-Time
Company Size
5,000+ Employees
Service Specialisms
Construction
Development
Sector Specialisms
Residential Homes
Role
What you would be doing
contractor oversight
work allocation
exception reports
material ordering
claims liaison
timescale management
- Address unsuccessful/poor remediation of customer issues. Escalate as required.
- Oversee the work of contractors and report on poor contractor outcomes to the Customer Director
- 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.
- Undertake any contra- charging and raise payment requests as required.
- Ensure all relevant documentation is updated in MS Dynamics and logged on the correct timelines.
- Refer challenging or complex customer issues to the CSM.
- Liaise with the NHBC claims department as required.
- Ensure the preparation and issue of weekly exception report to each site as directed by the CSM.
- Balance and co-ordinate the scheduling of CSO.
- Monitor the Customer Services Inbox.
- Maintain reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home.
- Order materials for the CSO team, process and invoices as required.
- Allocate any NHBC inspections and other inspections as required.
- Ensure data is being input correctly and in line with the Group protocols
- Ensure the preparation and issue of the weekly defects report for each site as directed by the CSM.
- Undertake defect reporting for the CSM keeping them aware of defects which are reoccurring.
- Ensure materials are available as required to facilitate remediation.
- Follow the complaints and escalated complaints procedure.
- Provide feedback to the technical department in relation to defective materials, design errors etc.
- Monitor customer and issue handling; maintain high standards of Customer Service.
- Receive and log on MS Dynamics the results of all telephone calls, emails and portal enquiries from Customers.
What you bring
communication skills
forecasts issues
housebuilding experience
customer service
works independently
efficiency reliability
- Great Interpersonal, communication and relationship skills.
- Ability to think ahead and forecast customer issues.
- Experience in the housebuilding industry
- Face to face customer services experience.
- Ability to work independently, prioritise work and take initiative.
- Able to demonstrate efficiency and reliability in previous roles.
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- criminal record check may be required
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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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