Customer Support Co-Ordinator (9-12 Months Fixed Term Contract)

About the Role

Job Summary: The Customer Support Coordinator owns customer issues, tasks and complaints after handover from Customer Relations Managers, managing resolution through to completion. This includes identifying required actions, allocating resources promptly, ordering necessary parts and keeping customers updated on progress. The Coordinator must be conversant in using the technology provided and adhere to relevant processes, procedures, and all health and safety regulations and protocols. • 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 • Ensures reputational risk is minimised by ensuring complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way • Works independently to resolve issues, tasks and complaints within the required SLA timeframe • 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 • 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 • 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 • Builds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaints • 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 • Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing performance • Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these • Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement • Keeps up to date with house type ranges, products, specifications and new technology in the home to ensure informed conversations with customers

Key Responsibilities

• ▸issue resolution
• ▸sla management
• ▸technology use
• ▸product knowledge
• ▸customer service
• ▸process improvement

What You Bring

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

Requirements

• ▸customer service
• ▸interpersonal
• ▸collaboration
• ▸independence
• ▸resilience
• ▸housebuilding

Benefits

Make a Home at Taylor Wimpey. At Taylor Wimpey, we don’t just build houses; we build futures—for our customers and our people. By bringing our collective skills together we create amazing outcomes for ourselves, each other and our customers, offering incredible opportunities on your doorstep. With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. You’ll be given the tools to develop your skills, the freedom to explore new avenues, share ideas, experience a no‑blame culture, and shape your work around your life. We provide a range of benefits including retail discounts, company‑funded life insurance, private healthcare, a quality pension scheme with contributions, discounted house purchase, car leasing, share plans and flexible options such as buying extra annual leave or adding dependants to cover. We support growth and development through industry‑leading professional training, helping you unlock your potential and pursue career and personal goals, while valuing your unique competencies. Internal Applicants: Please inform your line manager if you wish to apply for this role. We encourage internal mobility and support career progression.

Work Environment

Office Full-Time