Senior Customer Support Coordinator

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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 Senior Customer Support Coordinator is responsible for taking ownership of more complex and challenging customer issues, tasks and complaints once customers have settled into their new homes and been handed over from the Customer Relations Managers, managing the resolution through to completion. This includes correctly identifying what action needs to be taken, allocating the correct resource in a timely manner, and where appropriate, ensuring the necessary parts and supplies have been ordered to enable remediation works to be carried out.

They should also ensure customers and any relevant 3rd parties are kept up to date with progress towards the resolution of their issue or complaint.

The Senior Customer Support Coordinator is also responsible for organising the team’s workload on a daily basis and for being the first point of contact for the team’s queries and/or concerns.

The Senior Customer Support Coordinator 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
• Prepared to meet customers face to face if required
• Ensures reputational risk is minimised by ensuring more complex and challenging complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Achievement of business objectives and priorities

• Works independently to resolve issues, tasks and complaints within the required SLA timeframe
• Works in an organised and well-planned manner, so that customer issues, tasks and complaints can be resolved within SLA time frames and customers are fully informed of progress
• Supports the Customer Support Manager with NHBC claims/resolutions/inspections, Consumer Code cases, Ombudsman cases, Legal cases and SARS requests
• Organises the team’s workload on a daily basis
• Acts as the first point of contact for the team’s queries and/or concerns
• Looks for solutions when blockers to remedying issues for customers arise and ensures the Customer Support Manager is made aware when factors may not enable the resolution to happen within SLA
• Ensures issues, tasks and complaints have quality notes for reference so there is an accurate record of all customer interactions and so that…