Team Leader

The Team Leader is responsible for taking ownership of more complex and challenging customer issues, tasks and complaints once customers have settled into their new homes and been handed over from the Customer Relations Managers, managing the resolution through to completion. This includes correctly identifying what action needs to be taken, allocating the correct resource in a timely manner, and where appropriate, ensuring the necessary parts and suuplies have been ordered to enable remediation works to be carried out. They should also ensure customers and any relevant 3rd parties are kept up to date with progress towards the resolution of their issue or complaint.

The Team Leader should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.

What you will do:

Demonstrates role model customer behaviour

• Acts as an inspiring role model across the team in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Ensures reputational risk is minimised by ensuring more complex and challenging complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Achievement of business objectives and priorities

• Works independently to resolve issues, tasks and complaints within the required SLA timeframe
• Works in an organised and well-planned manner, so that customer issues, tasks and complaints can be resolved within SLA timeframes and customers are fully informed of progress
• Looks for solutions when blockers to remedying issues for customers arise and ensures the Customer Support Manager is made aware when factors may not enable the resolution to happen within SLA
• Ensures issues, tasks and complaints have quality notes for reference so there is an accurate record of all customer interactions and so that further clarification isn’t required with the customer by another person
• Builds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaints
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of their service offering
• Understands the importance of cost management, correct maerials, contra-charging
• Carries out all duties using the technology provided and adheres to the relevant processes and procedures, including all health and safety regulations and protocols

Committed to continuous improvement

Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
Works with the Customer Support Manager to identify root cause of trends in key things that cause our customers dissatisfaction or result in unnecessary cost, and proposes plans to tackle

What you will have:

• Face to face customer services experience [in the housebuilding industry]. 
• Previous industry experience
• Previous experience of working in a fast-paced Customer Service environment
• Strong interpersonal and relationship building skills
• Proven ability to work collaboratively
• Proven ability to work independently, prioritise work and take initiative to find solutions to problems
• Proven ability to remain calm, measured and resilient in challenging situations
• Experience of working 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.