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
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.
Primary Responsibilities
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 Demonstration' stage onwards.
Prior to Home Quality Inspection
- Liaise with the Business Unit Customer Director 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 in line with CQA standards
- Inform relevant parties when the Home Quality Inspection has been successfully completed.
- Complete relevant inputs on mInspect to notify successful completion of the Home Quality Inspection, triggering the
- customers' 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 Demonstration
- Carry out the Home Demonstration 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 Demonstration, 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 to ensure that customers are settled in and capture any reported snags and defects on dynamics
- 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 Customer Director 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.
- 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.
Experience, Qualifications, Technical Requirements
- 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
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.
