Customer Support Manager

at  Taylor Wimpey

WHAT YOU WILL HAVE:

Experienced in customer contact management
Experienced in management information analysis and implementing improvements to systems and processes based on relevant data
Excellent relationship management with well-formed influencing and networking skills
Working in a pressured environment but able to remain professional, calm, measured and resilient
Experience and knowledge of the house-building industry is preferred.
Experience of managing people through change is preferred.
Experience in process improvement is preferred.
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.

Function as an inspirational role model in the delivery of great customer service.
Day to day line management of x6 Customer Service Co-Ordinators
Work with data available / call listening / spot checks to find areas of improvement.
Review 20% adherence on calls to improve timely and quality handling of customer contacts - Regular review of live calls to ensure quality handling of customer contacts, to drive improved customer satisfaction through skill set, knowledge, and behavioral improvements of the Customer Service Contact Centre team.
Drive improved customer satisfaction through process and customer improvement opportunities.
Responsible for ensuring the appropriate training and induction of CSCs.
Responsible for the performance of CSCs in their team
Regular engagement with CSMS from local Customer Service BU teams to improve the quality of service being provided to them by the Customer Service Contact Centre team and drive improved satisfaction through identification of process improvement opportunities.