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Taylor Wimpey plc

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.  

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. 

Administration of Customer issues 

Monitor the Customer Services Inbox. 

Receive and log on MS Dynamics the results of all telephone calls, emails and portal enquiries from Customers. 

Ensure the preparation and issue of the weekly defects report for each site as directed by the CSM. 

Ensure the preparation and issue of weekly exception report to each site as directed by the CSM. 

Liaise with the NHBC claims department as required. 

Provide feedback to the technical department in relation to defective materials, design errors etc. 

Ensure all relevant documentation is updated in MS Dynamics and logged on the correct timelines. 

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. 

Allocate any NHBC inspections and other inspections as required. 

Oversee the work of contractors and report on poor contractor outcomes to the Customer Director 

Balance and co-ordinate the scheduling of CSO. 

Ensure materials are available as required to facilitate remediation. 

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 CSM keeping them aware of defects which are reoccurring. 

Monitor customer and issue handling; maintain high standards of Customer Service. 

Follow the complaints and escalated complaints procedure. 

Refer challenging or complex customer issues to the CSM. 

Manage costs 

Order materials for the CSO team, process PO’s and invoices as required. Undertake any contra- charging and raise payment requests as required. 

Data capture and reporting 

Ensure data is being input correctly and in line with the Group protocols 

Health and safety 

Ensure that Health and Safety for CSO’s and CRM’s is followed, and site regulations are adhered to