Customer Support Manager

About the role

At Miller Homes we are building homes in a way which allows us to build better places for people to belong to, better homes for customers and better places for communities to thrive and nature to prosper. We are also creating a better working environment for our people. We create better places where people and planet prosper. We are looking to recruit a Customer Support Manager to join our Customer Services team based in our Scotland East Region. This is a critical frontline role and you will be the custodian of the customer journey.

You will be the customers’ key point of contact following legal completion managing face to face relationships across multiple developments, ensuring our customers receive a world class experience. You will be responsible for client inspection works to identify any necessary remedial works across relevant Miller Homes developments and ensure the on-going quality of all homes post completion. You will liaise with the Customer Services team, contractors and customers to ensure all remedial works are attended to within agreed timescales, in line with Miller Homes’ service level agreements and ensuring we remain compliant with the New Homes Quality Code. You will also provide guidance to our customer service technicians.

You will be required to liaise with all functions within the regional team and the NHBC regarding technical requirements and may be required to attend resolutions and insurance claims as and when required, therefore, previous experience in a similar role within the house building sector would be beneficial. A technical background is also desirable and/or a good understanding of identifying and managing remedial works within the new homes industry. You should possess experience of customer contact through all forms of communication, with a general knowledge of NHBC Technical Requirements/Guidelines. Time management skills, experience of managing large caseloads and relationship building/people skills are essential to undertake this role. A strong understanding of Microsoft Word and Excel is required with good administrative skills. Client and company confidentiality is also essential.

What you will do:

• To be the owner of the customer journey post completion, delivering a world class customer experience.
• Assist with maintaining a recommend rating at above target to ensure the business remains a 5-star builder.
• To liaise with your colleagues from customer services, production and sales functions to gain knowledge and understanding of relevant developments and customers.
• Utilise the pre-completion checklist to ensure that all new homes are at the quality standard Miller Homes, our customers and the New Homes Quality Code.
• Communicate with customers after their move in, to ensure they have no concerns and are settling into their new home seamlessly.
• To meet and carry out a fair analysis of defects reported by our customers and ensure work is attended to within the timescales agreed and in accordance with the service level agreements in place.
• To liaise with sub-contractors ensuring that remedials are carried out swiftly and to the required standard.
• Provide clear written communication to customers, contractors and colleagues, managing needs and expectations appropriately.
• To act professionally at all times with the company name and charter in mind.
• Provide pro-active feedback to the Regional Customer Services Manager regarding defects and solutions and ensure any defective work is brought to the attention of all relevant parties to prevent repeat visits.
• Be aware of and adhere to the requirements of the New Homes Ombudsman (NHO) dealing with any complaints in line with Miller Homes complaints and resolution procedures.
• Ensure all works are carried out in accordance with specific risk assessments and method statements leading to high levels of health and safety at all times.
• To focus on costs against budget and ensure that contra charges are in place with the relevant paperwork as and when necessary.
• Build a thorough knowledge of Miller Homes house types and construction processes.

About You:

• Hold a full UK driving license.
• Trustworthy, honest and provide excellent feedback.
• Able to deal with difficult customers, clients and situations calmly and professionally.
• Sound commercial awareness.
• Controlled smart and professional personal appearance.
• Confident communicator both verbally and written.
• Dignified.
• Understanding of the New Homes Quality Code.
• Experience of customer contact through all communication media.
• Experience of client and company confidentiality.
• Knowledge of residential property and our competitors is essential.
• Experience with RSL liaison.
• Knowledge of construction including PMA awareness is essential.
• General knowledge of NHBC Technical Requirements/Guidelines essential.
• Computer literate (especially Word & Excel) with good administrative skills.

How to apply:

Please submit your Curriculum Vitae and covering letter ideally including details of your current salary and notice period. This job advert will close as soon as sufficient applications have been received, and therefore you should apply for this job as soon as possible. Unfortunately, due to the high volume of applications, only successful candidates will be contacted.