Head of Customer Quality - 12 Months FTC

Make a Home at Taylor Wimpey

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 will achieve this by providing a live support service to the Customer Service teams; defining processes, policies and training that enable the efficient management of Customer Service activities as customers move into and live in their new homes; measuring and managing our end to end Customer Journey and using data and insight to drive continuous improvement and cost efficiencies; and continuously reviewing customer service practises outside of the new homes build industry to proactively champion a forward-looking Customer agenda.

The Head of Customer Quality (HoCQ) will be specifically responsible for working collaboratively with the Business Units to support the management of their email queues and outstanding customer issues, ensuring processes/policies and technology are being used as intended. They will identify and share best practice across the BU’s to drive customer satisfaction, process efficiencies and Cost to Serve reductions across the Taylor Wimpey group.

The HoCQ will also be responsible for identifying defects that result in high resolution effort or cost, understanding root cause and working across functions to design out process and product concerns so that the volume of post completion reported issues is reduced.

Primary Responsibilities

Demonstrates role model customer behaviours

• Acts as an inspirational role model across the group in the delivery of great customer service
• Develops strong working partnerships with colleagues in Customer Service and across functions to support the delivery of best-in-class customer issue management
• Ensures customer satisfaction is maintained and reputational risk is minimised by regularly reviewing outstanding issues with the Customer Service teams, ensuring customer issues are resolved in a timely manner and that lessons learnt are shared in the spirit of continuous improvement
• Collaborates with Customer Directors and Customer Support Managers to ensure customer focused process/policy/technology compliance through improved use of induction, training and 121 support

Provides inspiring leadership

• Role models and champions Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone
• Builds a strong team ethos with the Customer Service community, promoting shared values
• Treats everyone fairly and with respect, ensuring colleagues feel valued, included and connected and takes a genuine interest in them
• Demonstrates resilience and an ability to hold others to account
• Takes responsibility for their own ongoing development, by remaining up to date with external customer service trends and innovations, investing in their professional development and regularly asking for feedback on their performance to ensure ongoing performance improvements

Develops, adapts and executes strategies to achieve key business objectives

• Confidently uses data and insights to identify root cause of trends in the key things that cause our customers pain/effort or result in unnecessary cost and works collaboratively with Customer Directors and other functions to put plans in place to design out root cause problems and mitigate future customer impact 

• Identifies and shares best practice to drive customer satisfaction, process efficiencies and Cost to Serve reductions across the Taylor Wimpey group
• Drives a digital approach to ways of working across Customer Service by ensuring new technology is embedded and looks for opportunities to enhance its use for further customer, efficiency or cost benefits
• Works collaboratively with Group Customer Director, Customer Directors and functional leads to identify and share best practice and new ways of working that drives an improved customer experience across Taylor Wimpey Group
• Leads and contributes to working parties outside of their own function to drive improvements to the overall customer, and employee experience at Taylor Wimpey

Experience, Qualifications, Technical Requirements

• Ability to act as an inspirational role model in the delivery of great customer service
• Working at a senior level in a customer centric environment and influencing Customer strategy
• Experienced in face to face customer contact 
• Experienced in management information analysis and implementing improvements to systems and processes based on relevant data
• Excellent relationship management with well-formed influencing and networking skills
• Experienced in the use of technology to deliver an improving customer experience
• Working in a pressured environment but able to remain calm, measured and resilient
• Ability to anticipate potential issues and act innovatively and proactively
• Proven budgetary management and commercial experience
• Experience and knowledge of the house-building and related industries 
• Breadth of customer experience from different industries
• Experience of external, outside-looking benchmarking

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.