Taylor Wimpey plc
Customer Support Coordinator
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Customer Support Coordinator – Job Description
About Taylor Wimpey
At Taylor Wimpey, we don’t just build houses—we build futures. At our core, we empower our people to thrive alongside our customers. By bringing together our collective skills, we achieve extraordinary results—for ourselves, for those we serve, and for the communities where we work.
With 22 regional offices across the UK and operations in Spain, we localise our ambition. Here, you’ll have the autonomy to develop your career while fostering a supportive, no-blame culture. Share your ideas, shape work around your life, and contribute to building incredible places where everyone can prosper.
We’re committed to making a meaningful difference—not just in buildings, but in lives and the planet.
Come make a home at Taylor Wimpey.
Job Summary
The Customer Support Coordinator is responsible for ownership of customer post-handover issues, tasks, and complaints. Upon customers moving into their new homes, you will:
- Identify required actions, allocate resources efficiently, and liaise with teams to provide solutions.
- Coordinate remediation works, ensuring parts and necessary supplies are procured on time.
- Maintain transparent progress updates for customers regarding complaint resolution.
This role demands technical confidence, adherence to processes (including health and safety regulations), and strong digital skills to manage systems effectively.
Primary Responsibilities
Customer Experience & Integrity
- Role model exceptional customer behaviour:
- Lead by example in delivering outstanding customer service.
- Maintain professionalism at all times, responding to customer concerns with empathy and conocimiento.
- Ensure reputational risks are mitigated by handling complaints, social media queries, and external claims with care.
- Align with Taylor Wimpey’s values:
- Demonstrate integrity, collaboration, and positivity.
- Encourage a team atmosvalle that prioritises trust and accountability.
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Achieving Business Outcomes
- Efficient resolution of tasks:
- Resolve customer issues within SLA timeframes independently.
- Manage workloads proactively to meet deadlines and inform customers transparently.
- Escalate blockers to the Customer Support Manager when resolution timelines risk failure.
- Document interactions accurately for future reference.
- Cross-functional collaboration:
- Build strong relationships with operational teams, subcontractors, and suppliers to drive improvement in service excellence.
Driving Continuous Improvement
- Personal growth:
- Seek regular feedback to refine verbal and written communication skills.
- Identify skill gaps and take initiative to address them.
- Operational efficiency:
- Propose process improvements to enhance productivity or reduce costs.
- Stay informed about house types, specifications, and technology to engage knowledgeably with customers.
Experience, Qualifications & Technical Requirements
- Experience in fast-paced customer service (housebuilding preferred).
- Strong interpersonal and relationship-building skills with high emotional intelligence.
- Proven ability to work collaboratively in teams and solve problems independently.
- Prioritisation skills and resilience under pressure—capable of remaining calm, measured, and solution-focused in challenging situations.
- Familiarity with digital customer service platforms and relevant processes.
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What We Offer at Taylor Wimpey
A Culture That Cares
At Taylor Wimpey, we believe work should mean more than just a paycheque. Our purposeful culture creates workspaces where everyone belongs, performs at their best, and finds purpose.
Life & Wellbeing Benefits
- Excellent retail discounts
- Company-funded life insurance
- Comprehensive private healthcare coverage
- Top-tier pension scheme with employer contributions
Perks That Support Your Future
- Discounted house purchase scheme
- Car leasing programme
- Flexible benefit options, including additional annual leave or family dependant coverage.
- Industry-leading training and professional development tailored to unlock your potential.
Would You Build a Career That Matters?
If you thrive in meaningful roles and aspiring to grow, Taylor Wimpey is your home. Here, careers aren’t just built—they’re loved.
Inclusivity Statement
As a Disability Confident Employer, we’re dedicated to fostering an inclusive, diverse workforce. If you identify as having a disability or long-term health condition, we guarantee an interview if you meet the role’s basic requirements.
Let’s build a brighter future together.
Internal Applicants
Please inform your line manager if you’d like to apply for this opportunity.
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