Customer Support Coordinator

at  Taylor Wimpey

Date: 30 Aug 2024
Location: High Wycombe, GB, HP12 3NR
Company: Taylor Wimpey
Department Function
The central Customer Service function, led by our Customer Director, supports BU teams in continually improving the customer experience. They work closely with Managing Directors, and Customer Directors in each region, providing guidance and clarity around both day-to-day customer matters and longer-term business change.
Job summary/Purpose
Please Note: This is a homebased role, not required to be attending our office.
The Customer Support Coordinator (CSC) plays a pivotal role in delivering a best-in-class service experience for our customers. As the frontline of our Customer Service Contact Centre, the CSC is not only adept at managing inbound calls but also excels in liaising with contractors to ensure comprehensive support. They are trained to understand and assess customer needs promptly, provide informed responses to general inquiries, and swiftly deploy assistance for emergency situations. Moreover, the CSC is responsible for meticulously documenting new issues and complaints with detailed notes, enabling the regional teams to address these efficiently upon receipt, without the need for further clarification from the customer. This multi-disciplinary approach ensures seamless coordination and resolution of customer concerns, reflecting our commitment to exceptional service.

Primary Responsibilities

• 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 Microsoft 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
• Update and chase ongoing property issues in Dynamics between our contractors and business units to resolve issues as quickly as possible

Experience, Qualifications, Technical Requirements

• 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
• Ability to multitask
• Very strong interpersonal and communication skills
• Experience and knowledge of house building is preferred

Inclusivity Statement
As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.

• 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 Microsoft 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
• Update and chase ongoing property issues in Dynamics between our contractors and business units to resolve issues as quickly as possibl