Senior Customer Support Coordinator

Taylor Wimpey plc; Leicester; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Retail discounts

Life insurance & private healthcare

Pension scheme with company contribs

Discounted house purchase

Car leasing & share plans

Flexible benefits package

Job summary

Taylor Wimpey plc is seeking a Senior Customer Support Coordinator to take ownership of more complex and challenging customer issues after handover, ensuring resolution through to completion. You will allocate resources, arrange parts for remediation, and keep customers and third parties updated on progress.

The role also requires daily team workload management and serving as the first point of contact for queries.

Qualifications

• Previous experience in a fast-paced Customer Service environment.
• Proven ability to manage complex customer matters.
• Strong interpersonal skills and relationship building.
• Experience working in housebuilding or construction sector is advantageous.
• Ability to stay calm and persistent to resolve issues within SLA.

Responsibilities

• Owns resolution of complex customer issues after handover from Customer Relations Managers.
• Identifies required actions, allocates resources, and orders parts for remediation.
• Keeps customers and third parties updated on progress.
• Organises the team’s workload on a daily basis and acts as first point of contact for queries.
• Collaborates with subcontractors and suppliers to ensure service delivery.

Skills

Strong interpersonal skills

Relationship building

Collaborative work

Independent initiative

Resilience under pressure

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.

Home to work that matters, and you can be a part of it.

Job Summary

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.

Primary Responsibilities

Demonstrates role model customer behaviour

• 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 timeframes 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 further clarification isn’t required with the customer by another person
• Builds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaints
• 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 their service offering

Experience, Qualifications, Technical Requirements

• Previous experience of working in a fast‑paced Customer Service environment
• Strong interpersonal and relationship building skills
• Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Proven track record of managing complex customer matters
• Proven ability to work independently, prioritise work and take initiative to find solutions to problems
• Proven ability to remain calm, measured and resilient in challenging situations
• Experience of working in the housebuilding industry

What We Offer At Taylor Wimpey

• excellent retail discounts
• company funded life insurance and private healthcare
• access to a quality pension scheme with company contributions
• discounted house purchase scheme
• car leasing scheme and share plans
• 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

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 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

If you wish to apply for this role, please inform your line manager and ensure you are applying on the internal careers website.