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Customer Support Coordinator (Customer hub)

Summary
National
Permanent
Full-time

5 days left to apply

The Customer Support Coordinator (CSC) is responsible for managing inbound calls into the Customer Service Contact Centre so that it is a best-in-class service for customers. They will work to understand the customer need, provide a response to general questions if they are able, deploy to emergency issues and raise new issues and complaints with quality notes so that the relevant BU Customer Service team can manage these upon receipt without further clarification with the customer.

The Customer Support Coordinator (CSC) is responsible for managing inbound calls into the Customer Service Contact Centre so that it is a best-in-class service for customers. They will work to understand the customer need, provide a response to general questions if they are able, deploy to emergency issues and raise new issues and complaints with quality notes so that the relevant BU Customer Service team can manage these upon receipt without further clarification with the customer.

What will you do:

  • Act as a role model in the delivery of great customer service
  • Be available as required to respond to in-bound customer contacts through various channels
  • Engage with customers in a professional manner so they are assured we have understood their issue and trust that we will act to resolve their issues quickly
  • Record calls on COINS/Dynamics and raise new issues and complaints as appropriate
  • Deploy to emergency issues immediately
  • Ensure raised issues and complaints have quality notes for reference by the receiving BU so that further clarification isn’t required with the customer by another person
  • Seek clarification as needed to ensure the appropriate course of action is taken with each customer contact
  • Ensure that health and safety protocols are followed as appropriate and that relevant risk assessments are carried out

What will you have:

  • Experience of working in a customer facing environment including complaint handling
  • Experience of working in a telephony environment
  • Ability to work independently, prioritise work and take initiative
  • Ability to demonstrate efficiency and reliability in previous roles
  • Working in a pressured environment but able to remain professional, calm, measured and resilient
  • Very strong interpersonal and communication skills

Individuals seeking employments at Taylor Wimpey should know that we foster a culture of inclusion and value diversity positively which creates a better workplace and delivers stronger outcomes. We commit to treating all our job applicants and employees fairly and with respect, irrespective of background, disability or any other protected characteristic. If you require any assistance with regards to reasonable adjustments during the application process, please do not hesitate to contact us.

What we will offer you: 

Taylor Wimpey is a FTSE 100 business and one of the largest residential developers in the UK, building new homes and communities across England, Scotland and Wales. We are passionate about building new homes and communities with a focus on sustainability.  
 
Our people are important to us and we want to make sure that we reward and recognise all the great work that they do. Our employees enjoy many standard benefits including access to the Taylor Wimpey House purchase discount scheme, pension (including company contributions), quality health cover, share save schemes as well as many flexible benefits such as buying additional holiday days, retails discounts, free Bupa health assessments and so much more.  Our benefits work perfectly with our culture where you feel valued as a member of a successful team.  

We offer industry leading subsidised professional training and development, which support our employees to excel and fulfil their career and personal goals in a variety of opportunities and environments. This in turn drives a strong succession of high performing customer centric leaders, really putting customers at the heart of everything we do. We embrace diversity and look to develop our people in the skills and areas they are most interested in, leveraging the qualities and appreciate the unique competencies, skills and experiences that each person brings to the company.  

The benefits we offer
Agile Working
Healthcare
House purchase discounts
Competitive Pension
Employee share ownership
Time off for charity work
Discover all benefits
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