Complaint Resolution Manager

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

The purpose of the Group Customer Service team is to work closely with the Business Units and functional leads to transform how we operate to become a more customer-focused organisation. The team provides live support to Customer Service teams; defines processes, policies and guidance that enable the effective management of Customer Service activities; measures and manages the end-to-end Customer Journey; and uses data, insight and customer feedback to drive continuous improvement.
The Complaint Resolution Manager will support the effective management of customer contacts, complaints and escalations received into Group Customer Service. The role will ensure that complaints received by the CEO and other PLC or GMT members are triaged appropriately, and that first-time complaints are logged and acknowledged on behalf of the relevant Business Unit and forwarded to them for ownership and resolution. They will also provide an independent and transparent route for customers who wish to escalate their complaint outside of the Business Unit, and may work with Divisional Chairs to directly manage less complex escalated complaints.
They will also act as both the NHOS and NHBC points of contact and will support the Head of Customer Engagement through accurate record keeping, action tracking, information coordination and the smooth day-to-day operation of complaint management activity.

Primary Responsibilities

Demonstrates role model customer behaviour
•    Acts with professionalism, integrity and empathy when managing and supporting complaint handling and customer engagement activities.
•    Ensures customers receive timely, clear and professional acknowledgements and responses.
•    Manages less complex escalated complaints directly, ensuring responses are fair, clear, empathetic and aligned with agreed complaint handling processes.
•    Supports regional Customer Service teams to improve the quality and consistency of written responses,by reviewing draft complaint letters and customer communications to ensure they are clear, accurate, professional, empathetic and aligned to Taylor Wimpey’s brand standards and tone of voice and avoid unnecessary jargon or defensive language.
•    Builds positive working relationships with colleagues across the Group Customer Service team and regional Business Units to support the delivery of consistently improving customer outcomes.
Achievement of business objectives and priorities
•    Manages customer contacts received through the Group Customer Service inbox, including those forwarded by the CEO and other PLC or GMT members, providing an independent route for customers to escalate their concerns and ensuring enquiries are reviewed, prioritised and allocated appropriately by triaging customer contacts to the appropriate route for ownership, including Business Unit allocation, Group handling or escalation to the Head of Customer Engagement where required.
•    Logs and acknowledges first-time complaints on behalf of the relevant Business Unit. 
•    Issues complaints and supporting information to the appropriate Business Unit for ownership, resolution and ongoing customer management.
•    Liaises with regional Customer Service teams to understand the status of customer complaints and help ensure actions are progressed in a timely and effective way.
•    Supports the Head of Customer Engagement by monitoring complaint activity, identifying overdue actions, escalating risks and helping to ensure customer issues are resolved in line with agreed processes.
•    Acts as the NHOS AND NHBC points of contact, coordinating information from Business Units and ensuring cases are progressed appropriately.
•    Maintains complaint trackers, case records and action logs, ensuring information is accurate, up to date and stored appropriately.
•    Coordinates information requests from regional teams, collates supporting documents and supports the preparation of NHOS case packs or summaries where required.
•    Produces routine reports, meeting notes, action updates and management information to support oversight of complaints and customer engagement activity.

Committed to continuous improvement
•    Helps maintain consistency in complaint handling by sharing guidance, templates and process expectations with regional teams.
•    Identifies recurring issues, risks and opportunities for improvement through complaint activity, customer feedback and case reviews.
•    Supports improvements to complaint handling processes, templates and guidance to strengthen customer outcomes and operational consistency.
•    Takes responsibility for maintaining and developing their knowledge of Taylor Wimpey systems, processes and customer service procedures.

Experience, Qualifications, Technical Requirements

Experience working in a customer service, complaints, customer engagement or administrative support role    
Experience of managing shared inboxes, triaging customer contacts and allocating enquiries or complaints to the appropriate owner    
Strong written communication skills with the ability to review customer-facing correspondence for clarity, accuracy, empathy and brand alignment    
Understanding of complaint handling principles and the importance of timely, fair and transparent customer communication
Good organisational skills with the ability to maintain trackers, records, action logs and case information accurately    
Confident using Microsoft Office, Microsoft Dynamics and other business systems to collate information, prepare reports and manage administrative tasks    
Ability to work collaboratively with regional teams and build positive working relationships across the business    
Excellent relationship management with well-formed influencing and networking skills    
Ability to prioritise workload, meet deadlines and remain calm and professional when working with sensitive or escalated customer matters    
Attention to detail and commitment to maintaining accurate records and high-quality written outputs    

What we offer at Taylor Wimpey

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 enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the 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.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

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:

Please inform your line manager if you wish to apply for this role.