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Location

Work from home | India

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Job description

The aim of the Customer Service Contact Centre is to be the leading industry provider for the management of incoming customer contacts The Customer Support Manger (Business Improvement) is specifically responsible for improving the first-time resolution (FTR) rate and for identifying external best practice to drive change to continually improve the customer experience when they have need to raise a new issue, complaint, or general question. The role holder will also be responsible for collaborating with our regional teams to ensure their adherence to and compliance with Taylor Wimpeys processes and procedures so that the Customer Service Contact Centre can work as efficiently and consistently as possible.

The role holder plays a key role within the HUB and works across the Customer Service function to highlight areas of the centralized model that can be improved using data and feedback to drive more customer-focused thinking and behaviors.

What you will do:

• Function as an inspirational role model in the delivery of great customer service.
• Day to day line management of x6 Customer Service Co-Ordinators
• Work with data available / call listening / spot checks to find areas of improvement.
• Review 20% adherence on calls to improve timely and quality handling of customer contacts - Regular review of live calls to ensure quality handling of customer contacts, to drive improved customer satisfaction through skill set, knowledge, and behavioral improvements of the Customer Service Contact Centre team.
• Drive improved customer satisfaction through process and customer improvement opportunities.
• Responsible for ensuring the appropriate training and induction of CSCs.
• Responsible for the performance of CSCs in their team
• Regular engagement with CSMS from local Customer Service BU teams to improve the quality of service being provided to them by the Customer Service Contact Centre team and drive improved satisfaction through identification of process improvement opportunities.

What you will have:

• Experienced in customer contact management
• Experienced in management information analysis and implementing improvements to systems and processes based on relevant data
• Excellent relationship management with well-formed influencing and networking skills
• Working in a pressured environment but able to remain professional, calm, measured and resilient
• Experience and knowledge of the house-building industry is preferred.
• Experience of managing people through change is preferred.
• Experience in process improvement is preferred.

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.

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

Discover all benefits

Disability Confident

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.

To all employment agencies

Taylor Wimpey (our/us/we) does not accept unsolicited candidate details, CVs, resumes, applications or any other speculative approaches (Resumes) from employment agencies, executive search firms, recruitment agencies and other staffing agencies unless that agency is specifically appointed by us via an executed service contract for a particular job opening. Please do not forward unsolicited Resumes in response to this advert to any of our employees or any of our regional business offices, including our head office, sales centres and sites. We are not liable for any fees related to unsolicited Resumes. Please refer to our employment agency statement here - Employment Agency Statement ‧ Taylor Wimpey

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