• Achievement of business objectives and priorities

  • Manages customer contacts received through the Group Customer Service inbox, including those forwarded by the CEO and other PLC or GMT members, providing an independent route for customers to escalate their concerns and ensuring enquiries are reviewed, prioritised and allocated appropriately by triaging customer contacts to the appropriate route for ownership, including Business Unit allocation, Group handling or escalation to the Head of Customer Engagement where required.
  • Logs and acknowledges first-time complaints on behalf of the relevant Business Unit.
  • Issues complaints and supporting information to the appropriate Business Unit for ownership, resolution and ongoing customer management.
  • Liaises with regional Customer Service teams to understand the status of customer complaints and help ensure actions are progressed in a timely and effective way.
  • Supports the Head of Customer Engagement by monitoring complaint activity, identifying overdue actions, escalating risks and helping to ensure customer issues are resolved in line with agreed processes.
  • Acts as the NHOS AND NHBC points of contact, coordinating information from Business Units and ensuring cases are progressed appropriately.
  • Maintains complaint trackers, case records and action logs, ensuring information is accurate, up to date and stored appropriately.
  • Coordinates information requests from regional teams, collates supporting documents and supports the preparation of NHOS case packs or summaries where required.
  • Produces routine reports, meeting notes, action updates and management information to support oversight of complaints and customer engagement activity.

• Committed to continuous improvement

  • Helps maintain consistency in complaint handling by sharing guidance, templates and process expectations with regional teams.
  • Identifies recurring issues, risks and opportunities for improvement through complaint activity, customer feedback and case reviews.
  • Supports improvements to complaint handling processes, templates and guidance to strengthen customer outcomes and operational consistency.
  • Takes responsibility for maintaining and developing their knowledge of Taylor Wimpey systems, processes and customer service procedures.

Experience, Qualifications, Technical Requirements

• Experience working in a customer service, complaints, customer engagement or administrative support role
• Experience of managing shared inboxes, triaging customer contacts and allocating enquiries or complaints to the appropriate owner
• Strong written communication skills with the ability to review customer-facing correspondence for clarity, accuracy, empathy and brand alignment
• Understanding of complaint handling principles and the importance of timely, fair and transparent customer communication
• Good organisational skills with the ability to maintain trackers, records, action logs and case information accurately
• Confident using Microsoft Office, Microsoft Dynamics and other business systems to collate information, prepare reports and manage administrative tasks
• Ability to work collaboratively with regional teams and build positive working relationships across the business
• Excellent relationship management with well-formed influencing and networking skills
• Ability to prioritise workload, meet deadlines and remain calm and professional when working with sensitive or escalated customer matters
• Attention to detail and commitment to maintaining accurate records and high-quality written outputs

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

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 our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover. Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise, that when we come together, 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.

Inclusivity Statement

As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.

Internal Applicants:

Please inform your line manager if you wish to apply for this role.