Customer Relations Manager

Taylor Wimpey plc

Make a Home at Taylor Wimpey At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. 

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. 

Home to work that matters, and you can be a part of it.

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

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

We enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 

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