Customer Relations 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.

The Customer Relations Manager acts as the key point of contact for customers as they move through the Taylor Wimpey Customer Journey from the point they are introduced to their finished home prior to legal completion until they have settled into their new home (typically 8 weeks). They will be responsible for ensuring that the homes handed over to customers meet the Taylor Wimpey Consistent Quality Standards and are “customer-ready” and working with Sales and the Site team to ensure customers legally complete in the time frames expected.

They are also responsible for carrying out quality Home Demonstrations and all aftercare events in a timely and quality way, keeping customers informed on the progress of any issues they raise and working in partnership with the Site team to resolve these as quickly as possible. The Customer Relations Manager should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.

• Acts as an inspiring role model across the team in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• 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
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

• Works collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion date
• Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
• Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
• Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
• Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
• Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA
• Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
• Builds relationships with other functions and works collaboratively with them to resolve customer issues
• 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 our service offering
• Builds relationships with other functions and works collaboratively with them to resolve issues