Senior Customer Support Manager

Taylor Wimpey

Find a new home near you, let us take care of it.

Lead post-settlement customer service, resolve issues, drive improvements & manage team.

28 days ago ago

Junior (1-3 years), Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)

Full Time

Cardiff, GB, CF3 5EA

Onsite

Company Size

5,000+ Employees

Service Specialisms

Construction

Development

Sector Specialisms

Residential Homes

Role

What you would be doing

cost analysis

data insights

digital tools

sla management

complaint escalation

subcontractor management

Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
Acts as an inspirational role model across the BU in the delivery of great customer service
Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provides feedback where appropriate to ensure continuous improvement of their service offering
Builds a shared customer vision across the Customer Service team so they have clarity on what great customer service looks like
Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
Works collaboratively across functions to proactively identify and remedy the reasons homes aren’t always the quality we want them to be or are not aligned with customer expectations and to ensure blockers to remedying issues for customers quickly are tackled
Regularly undertakes analysis of costs to identify opportunities to reduce Cost to Serve and excesses
Undertakes analysis to identify repeated customer issues and complaints and works to propose plans for improvement.
Drives a digital approach to ways of working in the Customer Service team by ensuring new technology is embedded and looks for opportunities to enhance its use for further customer, efficiency or cost benefits
Supports the Customer Director in effectively managing customer service costs, whether that be managing CSO spend or managing contra-charging with subcontractors
Works to understand blockers to the Customer Service team achieving their SLA’s and puts plans in place to tackle these
Drives high performance from their team to consistently achieve SLA’s as measured by the 8-week and 9-month customer satisfaction metrics
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
Engages with other BU’s to share knowledge, best practice and improvement activities to enable the continual development of the TW service offering
Confidently uses data and insights to identify root cause of trends in key things that cause our customers dissatisfaction or result in unnecessary cost, and works with the Customer Director to propose plans to tackle
Builds a strong team ethos, promoting shared values and has the ability to get the best out of others
Identifies skill-gaps in customer engagement ability across their team and ensures plans are put in place to improve the performance of the team in their customer interactions
Treats everyone fairly and with respect, ensuring team members feel valued, included and connected and takes a genuine interest in them
Acts as point of escalation for complaints and ensures reasons for escalation are regularly reviewed with the team to prevent future escalations
Takes responsibility for their own ongoing development, by remaining up to date with external customer service trends and innovations, investing in their development and regularly asking for feedback on their performance to ensure ongoing performance improvements
Inspires and develops team to build their knowledge and skill-set to deliver best-in-class customer service and looks for ways to build their confidence, independence and capability through the use of feedback and coaching
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

solution focus

housebuilding

fast-paced

team leadership