Department FunctionThe 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. Job summary/PurposeThe Customer Support Operative (CSO) is responsible for the day to day remediation of issues in customers’ homes. This role takes ownership of ongoing customer issues as required. The role coordinated with the CSC to ensure the correct resources are available to undertake work in customers’ homes, on the appointed date in order to resolve the identified issue(s). Primary ResponsibilitiesRepair Undertake planned and reactive remedial work with respect to all the trades; carpentry, painting, dry lining etc. and any other duties as directed by the CSM. Undertake the co-ordination of work as required. Undertake any inspections of issues as required by the CSM. If more materials are needed, source them efficiently and with agreement of the CSC team. Customer Service Undertake regular customer liaison with customers in their homes. Undertake regular liaison with the Customer Support Department to ensure they are kept fully up to date. Have the ability to remain calm and collected when faced with difficult customers, and situations, so a high level of personal integrity and respect for others is essential. Have the ability to communicate accurately at the same level of understanding with the customer. Behave in an honest and trustworthy manner at all times. Teamwork Provide support and assistance to other team members Cost control Plan and carry out work in a safe, cost effective manner. To be aware and observe any opportunity to reduce costs and improve standards and ensure those ideas are shared with your team. Account for expenses and produce accounts weekly. Health and Safety Ensure that Health and Safety is followed and site regulations are adhered to. Demonstrate a good understanding of NHBC standards Experience, Qualifications, Technical RequirementsQualified City & Guilds carpenter or painter Experience of other trades preferred. Experience to work in occupied homes. Ability to work on own initiative. Clean driving licence. Inclusivity StatementAs 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.
