Customer Support Coordinator

The Customer Support Co-ordinator (CSC) is responsible for looking after all Business Units' complaints. This role takes ownership of all complaints. The role allocates resources including Customer Service Operatives and contractors to undertake work in customers’ homes. 

The Customer Support Co-ordinator is responsible for managing NHBC resolutions alongside the Customer Support Manager.  

CSC’s are responsible for the collation and management of information and data upwards for analysis and the escalation of customer issues, where appropriate. 

What you will do:

Manage all Business Unit Complaints - ensuring this is compliant with Taylor Wimpey processes.

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.
• Ensure the preparation and issue of the weekly defects report for each site as directed by the CSM.
• Ensure the preparation and issue of weekly exception report to each site as directed by the CSM.
• Liaise with the NHBC claims department as required.
• Provide feedback to the technical department in relation to defective materials, design errors etc.
• Ensure all relevant documentation is updated in MS Dynamics and logged on the correct timelines.

Management of Contractors and Customer Support Operatives

• Ensure the correct allocation of work to the Customer Support operative team, the existing site teams and/or contractors to fix issues that have arisen in new customer homes.
• Allocate any NHBC inspections and other inspections as required.
• Oversee the work of contractors and report on poor contractor outcomes to the Customer Director
• Balance and co-ordinate the scheduling of CSO.
• Ensure materials are available as required to facilitate remediation.

Managing remediation of outstanding issues

• Maintain reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home.
• Address unsuccessful/poor remediation of customer issues. Escalate as required.
• Undertake defect reporting for the CSM keeping them aware of defects which are reoccurring.
• Monitor customer and issue handling; maintain high standards of Customer Service.
• Follow the complaints and escalated complaints procedure.

Manage costs

• Order materials for the CSO team, process PO’s and invoices as required. Undertake any contra- charging and raise payment requests as required.

Data capture and reporting

• Ensure data is being input correctly and in line with the Group protocols

Health and safety

• Ensure that Health and Safety for CSO’s and CRM’s is followed, and site regulations are adhered to.

What will you have:

• Ability to work independently, prioritise work and take initiative.
• Able to demonstrate efficiency and reliability in previous roles.
• Ability to think ahead and forecast customer issues.
• Great Interpersonal, communication and relationship skills.
• Face to face customer services experience.
• Experience in the housebuilding industry

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.