Customer Relations Manager

The role of the Customer Relations Manager is to act as the customers’ key point of contact in the Taylor Wimpey Customer Journey from the point they are introduced to their home onwards, managing the customer relationship face to face.

The Customer Relations Manager plays a key role in confirming our homes are at the required standard at the point of handover; and thereafter in managing resources directly, to address and resolve any customer issues in the most efficient, positive and reliable manner.

What you will do:

Overarching

New home buying is a complex process; we need our Customer Relations Managers to help our customers make our houses their homes. Issues and ‘snags’ can occur in a new home and we strive, through this role, to ensure quick and effective resolutions, in order to meet and exceed our customers’ expectations.

As the Customer Relations manager, you will be responsible for a critical part of our customer journey. You will be required to liaise with internal stakeholders (primarily Production and Sales teams operating on live sites) as well as the customer from the ‘Home Introduction’ stage onwards.

Prior to Home Quality Inspection

• Liaise with the Business Unit Head of Customer Service to gain knowledge/understanding of relevant sites and customers.
• Keep up to date with products and specification changes/upgrades.

Home Quality Inspection

• Attend properties across multiple sites and undertake the Home Quality Inspection.
• Inform relevant parties when the Home Quality Inspection has been successfully completed.
• Complete relevant inputs on the COINS IT system to notify successful completion of the Home Quality Inspection, triggering the customer’s ‘Notice to Complete’.
• Where unsuccessful, prepare/distribute an advisory report to the Site Manager, Managing Director and other relevant directors/managers to confirm the issues identified, and a new inspection date/time with the Site Manager.

Home Introduction

• Carry out the Home Introduction in accordance with company guidelines.
• Log any issues or concerns and coordinate their resolution with relevant parties, confirming the timeframe.
• Maintain oversight of any remediation activity to ensure satisfactory issue resolution
• Upon the successful completion of the Home Introduction, inform relevant parties and ensure all keys are handed over to the Sales Executive and guarantees/warranties are left in the home, in readiness for the Home Move In.

Customer aftercare

• In conjunction with the Customer Support team, liaise with customers following their move in, to ensure they are settling in happily and there are no issues.
• Conduct a Courtesy visit 4- 6 weeks after the home visit, to ensure that customers are settled in.
• In conjunction with the Customer Support team, coordinate work to address any issues at any stage post move in.
• Manage outstanding works, ensuring the customer is kept well informed throughout.
• Liaise with the Head of Customer Service to ensure customers are continually up to date with outstanding works and arising customer issues; and also feeding back associated customer data for analysis.
• In conjunction with the Business Unit Customer Support team, liaise with customers at the 56 day point to ensure all issues are resolved and to confirm they are submitting the Home Builders Federation (HBF) survey form.

Customer aftercare

• Work in close coordination with Customer Support team to ensure that all items are logged on the COINS central database.
• Undertake general administration duties and diary management as required in conjunction with the Customer Support team and customers

Home Inspections

• Undertake NHBC Inspections, Housing association end of year defects inspections and any inspections of customer properties needed to ascertain what the issues are.

What you will have:

• Ability to work independently, prioritise work and take initiative
• Strong project management skills
• Able to demonstrate efficiency and reliability in previous roles
• Ability to think ahead and forecast customer issues
• Great Interpersonal, communication and relationship skills.
• Comfortable managing complex internal relationships and able to challenge appropriately
• Face to face customer services experience
• Ability to work flexibly, some weekend, early morning and evening working will be required
• House building technical background and understanding
• Senior stakeholder engagement
• Media training

Checks and eligibility to work:

If you are successful at interview and the Company considers making an offer of employment, you may be asked to give your consent to the following pre-employment check[s] being undertaken by our third party provider, Experian (or any other appropriate third party provider that the Company chooses to engage).

The type of checks made will depend on the role in question but may include any or all of the following:

• Criminal records (DBS);
• Credit reference
• DVLA

The purpose of such checks will be to assess your suitability for the role. If it subsequently transpires that you have given incorrect, false or misleading information, your application will not be taken further.

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, paid wet days 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.

We work hard to attract the best talent for our award-winning business and are proud to feature in the top companies to work for on Glassdoor, voted for by our employees. If you are looking to join a thriving, company going through an exciting period then please get in touch. To read more about what it’s like to work with us then have a look at our Glassdoor profile by clicking here.