Customer Support Coordinator

Taylor Wimpey plc; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

Taylor Wimpey plc is seeking a Customer Support Co-ordinator to manage customer issues and coordinate support operations. This full-time, office-based role requires strong interpersonal skills and experience in customer service, particularly within the housebuilding industry. Join a company committed to inclusivity and making a positive impact.

Qualifications

• Ability to work independently and prioritize tasks.
• Experience in the housebuilding industry is preferred.
• Face-to-face customer service experience is essential.

Responsibilities

• Manage customer issues and administration effectively.
• Coordinate work allocation to customer support teams.
• Ensure high standards of customer service and issue handling.

Skills

Interpersonal skills

Communication skills

Customer service experience

Reliability

Initiative

Job description

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/Purpose

The Customer Support Co-ordinator (CSC) is responsible for the day-to-day management of the administration relating to all customer issues. This role takes ownership of all ongoing customer issues and allocates resources, including Customer Service Operatives and contractors, to undertake work in customers’ homes. CSCs are responsible for the collation and management of information and data for analysis and escalation of customer issues, where appropriate.

PLEASE NOTE: This is a full-time, office-based role.

Primary Responsibilities

Administration of Customer Issues

• Monitor the Customer Services Inbox.
• Receive and log on MS Dynamics the results of all telephone calls, emails, and portal enquiries from Customers.
• Prepare and issue weekly defects reports for each site as directed by the CSM.
• Prepare and issue weekly exception reports to each site as directed by the CSM.
• Liaise with the NHBC claims department as required.
• Provide feedback to the technical department regarding defective materials, design errors, etc.
• Ensure all relevant documentation is updated in MS Dynamics and logged on time.

Management of Contractors and Customer Support Operatives

• Ensure correct allocation of work to the Customer Support team, site teams, and contractors to address issues in new customer homes.
• Allocate NHBC inspections and other inspections as required.
• Oversee contractor work and report poor outcomes to the Customer Director.
• Coordinate scheduling of CSOs.
• Ensure materials are available to facilitate remediation.

Managing Remediation of Outstanding Issues

• Maintain reasonable timescales for remediation works and keep customers informed.
• Address poor remediation outcomes and escalate as needed.
• Report recurring defects to the CSM.
• Monitor customer and issue handling, maintaining high standards of customer service.
• Follow complaints and escalation procedures.
• Refer complex customer issues to the CSM.

Manage Costs

• Order materials for the CSO team, process invoices, and undertake contra-charging as required.

Data Capture and Reporting

• Ensure data is input correctly and in line with group protocols.

Experience, Qualifications, Technical Requirements

• Ability to work independently, prioritize, and take initiative.
• Demonstrate efficiency and reliability.
• Forecast customer issues proactively.
• Excellent interpersonal, communication, and relationship skills.
• Face-to-face customer service experience.
• Experience in the housebuilding industry.

Inclusivity Statement

As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals with disabilities and long-term health conditions, ensuring barriers to employment are eliminated. We guarantee an interview to applicants who declare a disability and meet the role’s minimum requirements. Join us in building a truly diverse and empowered team.