Customer Support Coordinator

Overview

Coordinate and resolve post‑move customer issues, tasks and complaints for new homeowners.

Key Responsibilities

• issue resolution
• sla management
• customer communication
• documentation
• process improvement
• relationship management

Tasks

-Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing performance -Acts as an inspiring role model across the team in the delivery of great customer service -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 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 -Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement -Works independently to resolve issues, tasks and complaints within the required SLA timeframe -Keeps up to date with house type ranges, products, specifications and new technology in the home to ensure informed conversations with customers -Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these -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 -Builds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaints -Ensures reputational risk is minimised by ensuring complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way -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

Requirements

• interpersonal
• customer service
• resilience
• collaboration
• housebuilding
• independent

What You Bring

-Strong interpersonal and relationship building skills -Previous experience of working in a fast-paced Customer Service environment -Always demonstrates positive behaviour when discussing or interacting with customers -Proven ability to remain calm, measured and resilient in challenging situations -Proven ability to work collaboratively -Experience of working in the housebuilding industry -Proven ability to work independently, prioritise work and take initiative to find solutions to problems

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About Taylor Wimpey Plc

-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.

Sector Specialisms