Senior Customer Support Manager Cardiff, Wales
Job description
What you will do:
Leading the Customer Service Team
Act as a motivational role model in the delivery of great Customer Experience and create a clear vision for the team linked to the Customer Roadmap.
Line manage the Customer Relations Manager, Customer Support Coordinator and Customer Service Operative teams, ensuring they are appropriately resourced and well-directed, with clear guidelines to their own job responsibilities, and are provided with full support in achieving these, in terms of communication, training and development, feedback and performance conversations, and the organisation of the department’s workload.
Manage and monitor the work of contractors and address any contractor performance issues.
Ensure full compliance of the Customer Service team to the Operating Framework.
Monitor and manage (as required) the out-of-hours crisis plan.
Voice of the Customer
Regular review of quantitative and qualitative achievement of SLA’s and identification of process and customer improvement opportunities.
Regular review of customer resolution data to ensure timely and quality handling to drive improved customer satisfaction and reduce escalated complaints due to poor service.
Regular engagement with customers to directly understand the full range of customer aftercare experiences and share ‘lessons learned’ from customer feedback within the Business Unit.
Point of escalation for all escalated complaints.
Collaborate with other functions in the Business Unit to develop more customer-centric focus and behaviors (recruitment, training, induction and recognition).
Maintain effective working relationships with Production and Subcontractors to ensure customer-centric focus and behaviours throughout the build process.
Carry out customer data and trend analysis to provide root cause rationale for customer dissatisfaction and drive people and process improvement to prevent issues from reoccurring.
Actively contribute to working parties outside of function to drive improvements to the overall customer, and employee, experience at Taylor Wimpey.
Work collaboratively to identify and share best practice and new ways of working that drives an improved customer experience across the Business Unit and the broader Taylor Wimpey Group.
Cost Management
Oversee and manage the Customer Service budget, highlighting opportunities to manage cost more effectively.
Ensure cost controls are in place to manage external (contractor) charges as required.
Ensure cost-effective and timely ordering of materials for the CSO team, processing of PO’s and invoices.
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.
Customer and Issue Handling and Remediation
Follow the complaints and escalated complaints procedure.
Monitor and manage remediation of outstanding issues.
Handle challenging or complex customer issues personally.
Address unsuccessful/poor remediation of customer issues. Escalate as required.
Ensure that out-of hours services and reporting work effectively.
Carry out analysis of defects, take appropriate action to address any recurring issues.
Data Capture and Reporting
Ensure system data is being pulled, recorded and updated accurately for all customer issues and KPIs.
Deliver relevant and required data to the Sales and Customer Service Director at regular intervals/as required.
Promote a digital approach to the Customer Service team’s way of working for customer, efficiency and cost benefits.
Health and Safety
Ensure that Health and Safety for the Customer Service team is followed and site regulations are adhered to at all times.
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
Relevant qualifications
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 Senior Customer Support Manager (Senior CSM) is responsible for the supporting the Sales and Customer Service Director in the delivery of a market leading customer aftercare experience. Acting as a champion for the ‘Voice of the Customer’ within the BU, the role will focus on best practice and forward-looking actions which deliver an improving customer experience and drive more customer-focused thinking and behaviours.
At a day to day level, the Senior CSM is responsible for the management of customer aftercare and administration relating to all customer issues and escalated complaints, including managing the Customer Relations Managers and Customer Support Coordinators (CSCs) and taking oversight of all ongoing customers’ issues, as well as the allocation of resources including Customer Service Operatives and contractors to undertake work in customers’ homes. The role is responsible for the collation and management of information and data upwards for analysis and the escalation of customer issues, where appropriate.
The Senior CSM will deputise for the Director as required.
