Taylor Wimpey
Customer Support Manager
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Make a Home at Taylor Wimpey
At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for 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.
Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people.
Home to work that matters, and you can be a part of it.
Job Summary
The Customer Support Manager is responsible for the day to day management of the administration relating to all customer issues. This role manages the Customer Support Coordinators (CSCs) and takes oversight of all ongoing customers’ issues. The successful candidate will allocate resources including Customer Service Operatives and contractors to undertake work in customers’ homes.
Working closely with the Customer Service Director, the Customer Support Manager will be responsible for the collation and management of information and data upwards for analysis and the escalation of customer issues, where appropriate. The Customer Support Manager will also deputise for the Customer Service Director when required.
Primary Responsibilities
Demonstrates role model customer behaviour
- Acts as an inspirational role model across the BU in the delivery of great customer service
- Always demonstrates positive behaviour when discussing or interacting with customers
- Ensures reputational risk is minimised by ensuring complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way
- Acts as point of escalation for complaints and ensures reasons for escalation are regularly reviewed with the team to prevent future escalations
- Builds a shared customer vision across the Customer Service team so they have clarity on what great customer service looks like
Provides engaging leadership and develops a high performing team
- Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone in the BU
- Builds a strong team ethos, promoting shared values and has the ability to get the best out of others
- Treats everyone fairly and with respect, ensuring team members feel valued, included and connected and takes a genuine interest in them
- Recognises and rewards the right attitude, behaviour and performance
- Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
- Inspires and develops team to build their knowledge and skill-set to deliver best-in-class customer service
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Drives operational performance to achieve key business objectives
- Drives high performance from their team to consistently achieve SLA’s as measured by the 9-month customer satisfaction metric
- Demonstrates a solution focused approach to ensure SLA’s are achieved and shows a willingness to get into the detail of customer issues and complaints to understand the root cause
- Works to understand blockers to the Customer Service team achieving their SLA’s and puts plans in place to tackle these
- Drives a digital approach to ways of working in the Customer Service team by ensuring new technology is embedded
- 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
- Supports the Customer Director in effectively managing customer service costs, whether that be managing CSO spend or managing contra-charging with subcontractors
Committed to continuous improvement
- Undertakes analysis to identify repeated customer issues and complaints and works to propose plans for improvement.
- Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
- 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
Experience, Qualifications, Technical Requirements
- Experience in leading teams
- Experience of working in a customer facing environment
- Demonstration of ability to work independently, prioritise work and take initiative
- Demonstration of strong organisation skills
- Great Interpersonal, communication and relationship skills.
- Ability to work in a fast-paced and pressurised environment and able to remain calm, measured and resilient
- Housebuilding or related industry experience
- Experience in management information analysis
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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.
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