Job Description

The Customer Director plays a key strategic role in driving the customer culture of the Business Unit, acting as \xe2\x80\x9cVoice of the Customer\xe2\x80\x9d at board level to influence forward-looking actions that deliver an improving customer experience and use data and insights to drive more customer-focused thinking and behaviours.

In conjunction with fellow board members, they also input into the overall strategic direction of the Business Unit and play an active role in contributing to decisions on all elements of the Business Unit strategy and business plans, including land purchase, planning applications, build direction and sales strategies.

The role holder is specifically responsible for leading the Customer Service function and is expected to provide inspiring leadership so that their team delivers best-in-class service. They should also identify best practice from a customer perspective to drive change and improve satisfaction throughout the customer journey, from reservation through to successful home ownership.

What you will do:

• Demonstrate role model customer behaviours within everything you do and with key stakeholders
• Provide inspiring leadership by acting with integrity and professionalism whilst building a strong team ethos, inspiring the team to consistently achieve quantative and qualative SLA\xe2\x80\x99s
• Positively contribute to the management team discussions around overall strategic direction for the business unit
• Develop, adapt and execute strategies to achieve key business objectives using data/insights to understand key trends in customer satisfaction and make commercial improvements to manage cost more effectively
• Look beyond existing methodologies and own discipline to drive continuous improvement

What you will have:

• Evidence of working at a senior/Director level in a customer-focused environment and influenced customer strategy
• Extensive experience of leading Customer Service teams
• Experience of working in a face to face customer contact and complaint handling environment
• Experience in management information analysis and implementing improvements to systems and processes based on relevant data
• Proven budgetary management and commercial experience

Individuals seeking employment 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\xe2\x80\x99 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.

Taylor Wimpey