Customer Support Operative

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 Support Operative is responsible for the inspection and remediation of issues and defects in customers’ homes, working in collaboration with the Customer Support Coordinators to ensure the required materials and supplies have been ordered and always keeping customers informed on the progress of their issues.
The Customer Support Operative 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

Drives operational performance to achieve key business objectives and priorities

• May carry out inspections of potential remedial works in order to understand if work is required, what needs doing and how many people will be required
• Undertakes remedial works that might encompass a range of trades e.g. carpentry, painting, dry-lining, and any other remedial works as requested by the Customer Support Manager or Senior Customer Support Operative
• If required, sources materials cost effectively, with the agreement of the Customer Support Manager or Senior Customer Support Operative
• Keeps the Customer Support Coordinators updated of progress on customer remediation works
• Builds relationships with other functions and works collaboratively with them to resolve issues and prevent re-occurrence.

Committed to continuous 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

• Qualified City & Guilds carpenter or painter
• Able to demonstrate ability to work flexibly, efficiently and reliably
• Proven ability to work independently, prioritise work and take initiative to find solutions to problems
  
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