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Customer Relations Manager
Taylor Wimpey
Manages customer journey from pre‑completion to post‑move‑in, ensuring quality and resolving issues.
6d ago
Junior (1-3 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Warwick, GB, CV34 6LG
Onsite
Company Size
5,000+ Employees
Service Specialisms
Construction
Development
Sector Specialisms
Residential Homes
Role
What you would be doing
home inspections
customer service
issue resolution
supplier relations
quality notes
continuous improvement
- Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
- Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
- 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
- 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
- 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
- Builds relationships with other functions and works collaboratively with them to resolve issues.
- 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
- 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
- Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
- Builds relationships with other functions and works collaboratively with them to resolve customer issues
- Acts as an inspiring role model across the team in the delivery of great customer service
- Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
- 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
- Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
- Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers
What you bring
housebuilding
collaboration
resilience
flexibility
customer management
communication
- Previous experience of working in the housebuilding industry
- Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
- Proven ability to remain calm, measured and resilient in challenging situations
- 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
- Strong interpersonal, communication and relationship building skills
- Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
- Always demonstrates positive behaviour when discussing or interacting with customers
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 clearanceInformation not given or found
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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