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3 job(s) found.
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.
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.
Customer Support Coordinator
The Customer Support Co-ordinator (CSC) is responsible for the day to day management of the administration relating to all customer issues. This role takes ownership of all ongoing customers’ issues. The role allocates resources including Customer Service Operatives and contractors to undertake work in customers’ homes.
CSC’s are responsible for the collation and management of information and data upwards for analysis and the escalation of customer issues, where appropriate.