Customer Support Manager

Make a Home at Taylor WimpeyDepartment FunctionThe 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​​The Customer Support Manager is responsible for the day to day management of the administration relating to all customer issues.  This role manages the Customer Support Coordinators (CSCs) and takes oversight of all ongoing customers’ issues. The successful candidate will allocate resources including Customer Service Operatives and contractors to undertake work in customers’ homes.  ​Working closely with the Customer Service Director, the Customer Support Manager will be responsible for the collation and management of information and data upwards for analysis and the escalation of customer issues, where appropriate. The Customer Support Manager will also deputise for the Customer Service Director when required. ​ Primary ResponsibilitiesAdministration and management of the team  Manage & balance workload of the Customer Support team. Assign daily tasks to the CSC’s and manage the phone and email traffic coming into the team to ensure that customers are dealt with fairly and efficiently.   Monitor and ensure customer response times.  Undertake performance management and fortnightly 1:1 s with the customer support team  Ensure effective training of the customer support team against the requirements and processes in the CS operations manual. Ensure that all face to face communications with customers are handled professionally  Management of Contractors and Customer Support Operatives  Ensure the correct allocation of work to the Customer Support operative team, the existing site teams and / or contractors to fix issues that have arisen in new customer homes.   Manage and allocate any NHBC inspections and other inspections as required  Manage and oversee the work of contractors and report on poor contractor outcomes to the HoCS  Oversee, balance and co-ordinate the scheduling of CSO diaries.   Management of CRM’s diaries  Oversee balance and co-ordinate the scheduling of CRM’s diaries.  Ensure that CRM’s working patterns meet the needs of customers  Managing remediation of outstanding issues  Maintain reasonable timescales for customers for any remediation works, and ensure that customers are kept informed throughout any process taking place in their home  Address unsuccessful/poor remediation of customer issues.  Escalate as required.   Undertake defect reporting for the HoCS, keeping them aware of defects which are cropping up regularly, analyse and report on defects  Monitor customer and issue handling; maintain high TW standards of CS.   Follow the complaints and escalated complaints procedure.   Handle challenging or complex customer  issues personally  Ensure that out-of hours services and reporting work effectively  Data capture and reporting  Ensure data is being pulled and recorded correctly in COINS for all customer issues and KPIs.  Deliver data to HoCS at regular junctures/as required.  Health and safety   Ensure that Health and Safety for CSO’s and CRM’s is followed and site regulations are adhered to.  Deliver data to HoCS at regular junctures/as required.   Experience, Qualifications, Technical RequirementsAbility 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  Housebuilding or related industry experience  Senior stakeholder engagementInclusivity StatementAs 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.