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Make a Home at Taylor Wimpey

At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. 

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. 

Home to work that matters, and you can be a part of it.

Job Summary

The Customer Relations Manager acts as the key point of contact for customers as they move through the Taylor Wimpey Customer Journey from the point they are introduced to their finished home prior to legal completion until they have settled into their new home (typically 8-weeks). They will be responsible for ensuring that the homes handed over to customers meet the Taylor Wimpey Consistent Quality Standards and are “customer-ready” and working with Sales and the Site team to ensure customers legally complete in the timeframes expected. They are also responsible for carrying out quality Home Demonstrations and all aftercare events in a timely and quality way, keeping customers informed on the progress of any issues they raise and working in partnership with the Site team to resolve these as quickly as possible.
The Customer Relations Manager should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.

Primary Responsibilities

Demonstrates role model customer behaviour

• Acts as an inspiring role model across the team in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Drives operational performance to achieve key business objectives and priorities

• Works collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion date
• Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
• Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
• Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
• Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
• Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA
• Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
• Builds relationships with other functions and works collaboratively with them to resolve customer issues
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of our service offering
• Builds relationships with other functions and works collaboratively with them to resolve issues.

Committed to continuous improvement

• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers

Experience, Qualifications, Technical Requirements

• Able to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours 
• Strong interpersonal, communication and relationship building skills
• Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Proven ability to remain calm, measured and resilient in challenging situations
• Proven track record of ability to manage complex customer matters
• Previous experience of working in the housebuilding industry

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

We enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 

Inclusivity Statement

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.

Internal Applicants:

Please inform your line manager if you wish to apply for this role.

Make a Home at Taylor Wimpey

At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. 

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. 

Home to work that matters, and you can be a part of it.

Job Summary

The Customer Relations Manager acts as the key point of contact for customers as they move through the Taylor Wimpey Customer Journey from the point they are introduced to their finished home prior to legal completion until they have settled into their new home (typically 8-weeks). They will be responsible for ensuring that the homes handed over to customers meet the Taylor Wimpey Consistent Quality Standards and are “customer-ready” and working with Sales and the Site team to ensure customers legally complete in the timeframes expected. They are also responsible for carrying out quality Home Demonstrations and all aftercare events in a timely and quality way, keeping customers informed on the progress of any issues they raise and working in partnership with the Site team to resolve these as quickly as possible.
The Customer Relations Manager should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.

Primary Responsibilities

Demonstrates role model customer behaviour

• Acts as an inspiring role model across the team in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Drives operational performance to achieve key business objectives and priorities

• Works collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion date
• Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
• Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
• Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
• Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
• Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA
• Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
• Builds relationships with other functions and works collaboratively with them to resolve customer issues
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of our service offering
• Builds relationships with other functions and works collaboratively with them to resolve issues.

Committed to continuous improvement

• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers

Experience, Qualifications, Technical Requirements

• Able to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours 
• Strong interpersonal, communication and relationship building skills
• Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Proven ability to remain calm, measured and resilient in challenging situations
• Proven track record of ability to manage complex customer matters
• Previous experience of working in the housebuilding industry

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

We enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 

Inclusivity Statement

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.

Internal Applicants:

Please inform your line manager if you wish to apply for this role.

• Lead, train, and motivate a team of customer service representatives to deliver outstanding support.
• Develop and implement customer service policies and procedures to optimize the customer experience.
• Handle escalated customer inquiries and complaints with professionalism and efficiency.
• Monitor customer service metrics and key performance indicators (KPIs), identifying areas for improvement.
• Analyze customer feedback and trends to provide insights to management for service enhancement.
• Ensure all customer interactions are documented accurately in the CRM system.
• Collaborate with other departments to resolve complex customer issues.
• Contribute to the development of support resources, such as FAQs and knowledge base articles.
• Maintain a positive and supportive team environment.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a supervisory or leadership capacity.
• Excellent communication and active listening skills.
• Strong problem-solving and decision-making abilities.
• Proficiency with helpdesk software and CRM systems.
• Ability to train and mentor team members effectively.
• A deep understanding of customer service principles and best practices.
• Ability to remain calm and professional under pressure.
• Experience in (Specify Industry, e.g., retail, technology, finance) is a plus.
• High school diploma or equivalent; a college degree is advantageous.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Identify customer needs, clarify information, research issues, and provide accurate solutions or alternatives.
• Troubleshoot and resolve customer complaints and technical issues efficiently and effectively.
• Maintain a deep understanding of the company's products and services to provide informed assistance.
• Document all customer interactions, transactions, comments, and actions taken in the CRM system.
• Escalate complex issues to the appropriate departments for resolution, following up to ensure timely completion.
• Provide feedback to management regarding customer issues and trends to help improve products and services.
• Contribute to team efforts by accomplishing related results as needed.
• Adhere to company policies and procedures, particularly regarding customer data privacy and security.
• Proactively identify opportunities to enhance the customer experience and suggest process improvements.
• Assist with training new team members on support procedures and best practices.

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills, with a clear and empathetic tone.
• Strong listening skills and the ability to understand customer needs.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong problem-solving abilities and a knack for finding effective solutions.
• Patience, tact, and a customer-centric approach.
• Ability to work effectively both independently and as part of a team.
• Familiarity with (Specific Industry/Product knowledge if applicable) is a plus.
• A positive attitude and a genuine desire to help others.
• Minimum of 5 GCSEs or equivalent, including English and Maths.

Vectare is looking for a proactive, empathetic, and customer-focused individual to join our Customer Services Team based at our Loughborough Head Office. As a key member of the team, you’ll play a vital role in delivering an outstanding experience to parents and schools who rely on our school bus services.

This is a fast-paced, varied role that combines reactive and proactive communication, ensuring every customer receives timely, accurate, and friendly support via phone and email. You’ll be a central point of contact during live service hours, helping to manage real-time operational updates, resolve issues efficiently, and keep parents informed and reassured.

You’ll work closely with a collaborative and supportive team, managed by our Operations Lead, and contribute directly to the smooth running of our nationwide school transport network. Typical shifts are 07:00 – 15:00 and 11:00 – 19:00, providing cover during key school travel times.

• Serve as the primary point of contact for parents and guardians utilizing our school transportation services, offering professional support via phone and email.
• Deliver real-time operational support during live school bus operations, ensuring clear and timely communication between parents, drivers, and schools.
• Monitor service performance, respond to delays or disruptions, and keep customers proactively updated.
• Accurately record customer interactions, queries, and resolutions within Vectare’s internal systems.
• Collaborate with colleagues across the Operations and Technology teams to resolve complex or recurring issues.
• Identify opportunities to improve processes and enhance the overall customer experience.
• Uphold Vectare’s high standards of professionalism, empathy, and attention to detail in every interaction.

Requirements

Experience & Skills

• Previous experience in a customer service, operations, or transport support role is preferred.
• Excellent written and verbal communication skills, with a confident, friendly, and professional manner.
• Comfortable using technology, with the ability to learn new systems quickly.
• Calm and organised under pressure, able to manage multiple priorities in a live operational environment.
• A strong team player with solid problem-solving skills and a proactive, solutions-oriented approach.

Personal Attributes

• Reliable, punctual, and flexible to work early and late shifts.
• Empathetic and customer-centric, with a genuine desire to help others.
• Trustworthy and able to handle confidential information with discretion.
• Positive, adaptable, and eager to contribute to a growing, innovative company.

All qualified applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.

Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.

Benefits

• Base salary is based on experience, and performance bonuses are based on KPIs.
• Monthly Health & Wellness Allowance
• Office lunch & team socials
• Professional Development opportunities
• Unlimited book budget.
• Additional benefits such as a pension and 25 days' holiday also apply.

ABOUT VECTARE

Vectare is an award-winning transport consultancy and technology company, providing creative solutions to enhance the transport provision of educational establishments, corporate clients, and the public sector.

We’re a young company, founded in 2016, which means we’re innovative, agile, and a fun place to work. Our small team works to the highest standards, and we expect everyone to focus on delivering high-quality service and attention to detail. You’ll work closely with our Senior Management Team, and you’ll have much more access to and insight from these senior leaders than you would get in a larger business.

At Vectare , we strongly believe in valuing our staff, both as individuals and for the contributions they can make to all levels of the business. This means that we’ll treat you with respect, and we’ll expect you to extend that same respect to everybody you work with, at all levels of the business.

Feedback is an essential part of our culture, and as such, we need you to feel confident about sharing your opinions with senior management. This is crucial for our business growth.

We work closely with over 200+ independent schools around the United Kingdom, and we are seeking growth in both the domestic and International Markets. 

• Provide first-line technical support to customers via phone, email, and chat, addressing inquiries and resolving issues efficiently.
• Diagnose and troubleshoot software-related problems, including installation issues, configuration errors, and functional bugs.
• Guide customers through product features and functionalities, offering clear and concise explanations.
• Escalate complex or unresolved issues to senior support engineers or relevant development teams, ensuring thorough documentation.
• Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system.
• Contribute to the development and maintenance of the company's knowledge base and FAQ resources.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Ensure a high level of customer satisfaction by providing professional and empathetic support.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Stay up-to-date with product updates, new features, and common troubleshooting techniques.
• Assist in testing new software releases and providing user feedback.
• Collaborate effectively with internal teams to ensure a seamless customer experience.
• Manage multiple support requests concurrently while maintaining high-quality service.
• Proactively identify potential customer issues and provide preventative solutions where possible.
• Contribute to a positive and collaborative team environment.

• Proven experience in technical customer support or a similar role, preferably within the software industry.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent problem-solving and analytical skills.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Proficiency with customer support software and ticketing systems (e.g., Zendesk, HubSpot Service Hub).
• Familiarity with operating systems (Windows, macOS) and common office productivity software.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
• A patient, empathetic, and customer-focused attitude.
• Strong desire to learn and adapt to new technologies and products.
• Experience with cloud-based applications is a plus.
• Ability to work effectively as part of a remote team.
• Attention to detail in documentation and issue tracking.
• Basic understanding of networking concepts is beneficial.

• Provide high-quality customer support via phone, email, and chat.
• Handle and resolve complex customer inquiries and technical issues.
• Troubleshoot product-related problems and guide customers to solutions.
• Manage customer escalations and ensure timely resolution.
• Document customer interactions and maintain accurate records in the CRM system.
• Identify and report recurring customer issues to management.
• Contribute to the development of support knowledge base articles and FAQs.
• Train and mentor junior customer support representatives.
• Proactively identify opportunities to improve customer satisfaction.
• Maintain a deep understanding of company products and services.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 3 years of experience in a customer support or helpdesk role.
• Proven ability to handle challenging customer interactions with professionalism and empathy.
• Excellent communication, listening, and problem-solving skills.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• Ability to multitask and manage time effectively in a remote setting.
• Strong attention to detail and documentation skills.
• A patient and positive attitude.

• Providing high-quality customer support via phone, email, and chat.
• Troubleshooting and resolving customer issues efficiently and effectively.
• Managing and escalating complex customer inquiries to relevant departments.
• Maintaining accurate customer records and documentation of interactions.
• Educating customers on product features and services.
• Identifying customer needs and suggesting appropriate solutions.
• Contributing to customer service process improvements.
• Assisting with customer onboarding and training as needed.
• Collaborating with internal teams to ensure customer satisfaction.
• Handling customer complaints and resolving them professionally.

• Proven experience in a customer service or support role, preferably in a senior capacity.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in customer relationship management (CRM) software.
• Knowledge of relevant industry products and services is a plus.
• Team player with a positive attitude and strong work ethic.
• Ability to multitask and manage time effectively.