Head of Customer Services - Leatherhead

Date added: Thursday, 04 January 2018
Closing date: Friday, 02 February 2018
Regional office: South Thames
Location: Leatherhead
Job Type: Customer Services
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Head of Customer Services

 

A fantastic and exciting opportunity has arisen within our business 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.

The Role:

Leading the Customer Service team

  • Act as an inspirational role model in the delivery of great Customer Experience
  • 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

Voice of the Customer

  • 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.
  • Chair a regular meeting with the Business Unit Production, Sales, Commercial and Technical Directors to discuss quality issues
  • Involvement in the appointment and management of contractors to ensure their impact on the Customer Experience is to the standard expected and required

Customer centric thinking and behaviours

  • Act as the Customer Champion for all Business Unit customer matters
  • Regular engagement with customers to keep close to the good and bad experiences they have throughout their end to end journey with Taylor Wimpey
  • Collaborate with other functions in the Business Unit to develop more customer-centric behaviours (recruitment, training, induction and recognition)
  • Share “lessons learnt” from customer feedback
  • Regular interaction with Site personnel to develop strong working partnerships and to continue to encourage seeing homes through the eyes of our customers

The Person:

  • 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

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.

 

To be successful in this role you must be able to prove eligibility to work in the UK.

 

The Company:

 

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.

 

Our vision is to become the UK’s leading residential developer for creating value and delivering quality. We build over 10,000 homes each year, from one-bedroom apartments to six-bedroom houses across the country.

 

Our people are passionate about the house building industry and about our customers. Culturally we pride ourselves in having a diverse work force with an opportunity to grow a career in a variety of environments. We look to develop our people in the skills and areas they are most interested in so if you are looking to join a thriving company going through an exciting period then please get in touch.