Customer Support Coordinator

About the Role

The Customer Support Coordinator is responsible for taking ownership of customer issues, tasks and complaints once customers have settled into their new homes and been handed over from the Customer Relations Managers, managing resolution through to completion. This includes correctly identifying the required action, allocating the right resources promptly, and ensuring any necessary parts and supplies are ordered so remediation works can be carried out, while keeping customers updated on progress. Internal applicants should inform their line manager if they wish to apply for this role. • Act as an inspiring role model delivering great customer service. • Engage with customers professionally, assuring understanding and swift resolution. • Minimise reputational risk by managing complaints, social media contacts, and third‑party claims appropriately. • Resolve issues, tasks and complaints independently within SLA timeframes. • Work in an organised, well‑planned manner to keep customers fully informed of progress. • Identify blockers to remediation and alert the Customer Support Manager when resolution may exceed SLA. • Record quality notes on all customer interactions for accurate reference. • Build relationships with other functions to collaboratively resolve issues. • Build relationships with subcontractors and suppliers, communicating expectations and providing feedback for continuous improvement. • Identify and address gaps in verbal and written customer engagement skills. • Propose more efficient or cost‑effective ways of working. • Stay updated on house types, products, specifications and new home technology to inform customer conversations.

Key Responsibilities

• ▸issue resolution
• ▸sla management
• ▸resource allocation
• ▸parts ordering
• ▸customer updates
• ▸stakeholder liaison

What You Bring

The Customer Support Coordinator should be conversant in using the technology provided to carry out their role and adhere to relevant processes, procedures, and all health and safety regulations and protocols. • Demonstrate positive behaviour when interacting with customers. • Previous experience 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 solve problems. • Proven ability to remain calm, measured and resilient in challenging situations. • Experience in the housebuilding industry.

Requirements

• ▸customer service
• ▸housebuilding
• ▸technology
• ▸positive
• ▸resilience
• ▸collaboration

Benefits

Make a Home at Taylor Wimpey. At Taylor Wimpey, we don’t just build houses; we build futures – for the people who live in our homes and for our own people. When we bring our collective skills together, we make amazing things happen for ourselves, each other and our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no‑blame culture, and shape your work around your life. Home to work that matters, and you can be a part of it. We enjoy many benefits as standard, including excellent retail discounts, company‑funded life insurance and private healthcare, and access to a quality pension scheme with company contributions. We also offer a discounted house purchase scheme, car leasing scheme and share plans, plus the option to tailor your benefit package with extra annual leave or dependants cover. Our total reward offer aligns with our welcoming community culture where everyone can feel at home. We create a home to your future by providing opportunities for growth and development. Industry‑leading professional training supports you to unlock your potential and fulfil career and personal goals across a variety of environments. We develop people in the skills they are most interested in, leveraging their unique competencies to make this a great place to work. If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We guarantee an interview to applicants who declare a disability during the application process and meet the minimum role requirements.

Work Environment

Office Full-Time