Head of Customer Services

Taylor Wimpey
Borehamwood, Hertfordshire
15 Jun 2020
15 Jul 2020
Full Time

A fantastic and exciting opportunity has arisen within our regional business unit for an experienced Head of Customer Services. The role holder will play a key strategic role in acting as “Voice of the Customer” in the Business Unit to influence forward-looking actions that deliver an improving Customer Experience and bring emotions of the Customer Experience to life to drive more customer-centric thinking and behaviours.

We are seeking a dynamic person with the confidence, energy, personality and belief in delivering a great service and better ways to make our customers feel truly special. You will be the unit lead for all customer related matters and operate as part of the Business Unit Management Team (BUMT). The role holder will be responsible for identifying best practice from a customer perspective, driving change and improving satisfaction throughout the build process from pre-start to successful home ownership.

What you will do:

  • Regular review of customer issue resolution to ensure timely and quality handling, to drive improved customer satisfaction and reduce escalated complaints due to poor service
  • Undertake P&L reporting for the Business Unit Customer Service function including proposals for improvements that will provide Taylor Wimpey with a better whole life cost position
  • Ensure Customer Service team are Health and Safety trained as required
  • Monitor and manage (as required) the out-of-hours crisis plan
  • Ownership of Customer Roadmap specific to the Business Unit that supports TW’s overall Customer strategy
  • Lead a cross-functional monthly (at least) meeting to review progress of customers through the Customer Journey, ensuring issues are resolved and lessons learnt in the spirit of continuous improvement
  • Share deep-dive root cause analysis of reasons for customer dissatisfaction and drive discussions around appropriate improvement activity e.g. build and product (spec) quality, remediation effectiveness and customer management.
  • Collaborate with other functions in the Business Unit to develop more customer-centric behaviours (recruitment, training, induction and recognition)
  • Regular interaction with Site personnel to develop strong working partnerships and to continue to encourage seeing homes through the eyes of our customers

What you will have:

  • Had extensive experience of leading teams in a customer facing environment
  • Will have worked at a senior level in a customer centric environment and influencing Customer Service strategy
  • Has excellent relationship management with well-formed influencing and networking skills
  • Will be experienced in management information analysis and implementing improvements to systems and processes based on relevant data
  • Has excellent relationship management with well-formed influencing and networking skills
  • Can work in a pressured environment but able to remain calm, measured and resilient
  • Has proven budgetary management and commercial experience
  • Is experienced in face to face customer contact
  • Can anticipate potential issues and act innovatively and proactively

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.

Checks and eligibility to work:

To be successful in this role you must be able to prove eligibility to work in the UK and hold a full UK drivers licence.   

If you are successful at interview and the Company considers making an offer of employment, you may be asked to give your consent to the following pre-employment check[s] being undertaken by our third-party provider, Experian (or any other appropriate third-party provider that the Company chooses to engage).   
The type of checks made will depend on the role in question but may include any or all the following:

  • Criminal records (DBS);

  • Credit reference

  • DVLA 

The purpose of such checks will be to assess your suitability for the role.  If it subsequently transpires that you have given incorrect, false or misleading information, your application will not be taken further.

What we will offer you:

Taylor Wimpey is a FTSE 100 business and one of the largest residential developers in the UK, building new homes and communities across England, Scotland and Wales. We are passionate about building new homes and communities with a focus on sustainability. 

Our people are important to us and we want to make sure that we reward and recognise all the great work that they do. Our employees enjoy many standard benefits including access to the Taylor Wimpey House purchase discount scheme, pension (including company contributions), quality health cover, share save schemes as well as many flexible benefits such as buying additional holiday days, retails discounts, free Bupa health assessments and so much more.  Our benefits work perfectly with our culture where you feel valued as a member of a successful team.    

We offer industry leading subsidised professional training and development, which support our employees to excel and fulfil their career and personal goals in a variety of opportunities and environments. This in turn drives a strong succession of high performing customer centric leaders, really putting customers at the heart of everything we do. We embrace diversity and look to develop our people in the skills and areas they are most interested in, leveraging the qualities and appreciate the unique competencies, skills and experiences that each person brings to the company. 

The benefits we offer

  • Agile Working
  • Healthcare
  • House purchase discounts
  • Competitive Pension
  • Employee share ownership
  • Time off for charity work

Similar jobs

Similar jobs