Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the customer journey post-completion, ensuring a top-notch experience for new homeowners.
- Company: Miller Homes builds better homes and communities, focusing on quality and sustainability.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Join a passionate team dedicated to creating thriving communities and delivering exceptional customer service.
- Qualifications: Experience in customer service, strong communication skills, and knowledge of the housing sector are essential.
- Other info: A full UK driving licence is required; apply quickly as positions fill fast!
The predicted salary is between 36000 - 60000 £ per year.
Customer Support Manager
Salary: £Competitive
Location: Edinburgh
Posting date: 03 Feb 2025
About the role
At Miller Homes, we are building homes in a way that allows us to create better places for people to belong to, better homes for customers, and better communities where nature can thrive. 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 relationships across multiple developments to ensure a world-class experience. You will be responsible for client inspection works to identify necessary remedial works and ensure the ongoing 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 service level agreements and compliance 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 attend resolutions and insurance claims as needed. Previous experience in a similar role within the house building sector would be beneficial. A technical background and/or a good understanding of identifying and managing remedial works within the new homes industry is desirable.
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 managing large caseloads, and relationship-building skills are essential. A strong understanding of Microsoft Word and Excel is required, along with good administrative skills. Client and company confidentiality is essential.
What you will do:
- Be the owner of the customer journey post-completion, delivering a world-class customer experience.
- Assist in maintaining a recommend rating above target to ensure the business remains a 5-star builder.
- Liaise with colleagues from customer services, production, and sales functions to gain knowledge and understanding of relevant developments and customers.
- Utilize the pre-completion checklist to ensure that all new homes meet the quality standards of 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.
- Meet and carry out a fair analysis of defects reported by customers and ensure work is attended to within agreed timescales.
- Liaise with sub-contractors to ensure 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.
- Act professionally at all times with the company name and charter in mind.
- Provide proactive feedback to the Regional Customer Services Manager regarding defects and solutions to prevent repeat visits.
- Adhere to the requirements of the New Homes Ombudsman (NHO) when dealing with complaints in line with Miller Homes\’ procedures.
- Ensure all works are carried out in accordance with specific risk assessments and method statements, leading to high levels of health and safety.
- Focus on costs against budget and ensure that contra charges are in place with the relevant paperwork as necessary.
- Build thorough knowledge of Miller Homes house types and construction processes.
About You:
- Hold a full UK driving license.
- Trustworthy and honest, providing excellent feedback.
- Able to deal with difficult customers and situations calmly and professionally.
- Sound commercial awareness.
- Self-disciplined and controlled.
- Smart and professional personal appearance.
- Confident communicator both verbally and in writing.
- Assertive and 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 competitors is essential.
- Experience with RSL liaison.
- Knowledge of construction including PMA awareness is essential.
- General knowledge of NHBC Technical Requirements/Guidelines is 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, so please apply as soon as possible. Unfortunately, due to the high volume of applications, only successful candidates will be contacted.
(No Agencies Please)
#J-18808-Ljbffr
Customer Support Manager employer: Miller Homes Limited
Contact Detail:
Miller Homes Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Familiarise yourself with the New Homes Quality Code and NHBC Technical Requirements. Understanding these guidelines will not only help you in the interview but also demonstrate your commitment to delivering a world-class customer experience.
✨Tip Number 2
Showcase your relationship-building skills by preparing examples of how you've successfully managed customer interactions in the past. Highlighting your ability to handle difficult situations calmly can set you apart from other candidates.
✨Tip Number 3
Research Miller Homes and their developments thoroughly. Being knowledgeable about their house types and construction processes will allow you to speak confidently about how you can contribute to their mission of creating better places for people.
✨Tip Number 4
Prepare to discuss your time management strategies, especially in relation to managing large caseloads. Providing specific examples of how you've effectively prioritised tasks in previous roles will demonstrate your organisational skills.
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and the house building sector. Emphasise your skills in managing customer relationships, handling complaints, and your understanding of the New Homes Quality Code.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about providing a world-class customer experience. Mention specific examples from your past roles that demonstrate your ability to manage customer journeys and resolve issues effectively.
Highlight Technical Knowledge: Since a technical background is desirable, include any relevant qualifications or experiences that showcase your understanding of construction processes and NHBC guidelines. This will set you apart from other candidates.
Be Concise and Clear: When filling out the application form, especially the section asking why you are suitable for the position, be concise. Stick to the character limit and ensure your points are clear and directly related to the job requirements.
How to prepare for a job interview at Miller Homes Limited
✨Understand the Customer Journey
Familiarise yourself with the entire customer journey post-completion. Be prepared to discuss how you would ensure a world-class experience for customers and how you can manage relationships effectively across multiple developments.
✨Showcase Your Technical Knowledge
Highlight any relevant experience in the house building sector, especially regarding identifying and managing remedial works. Be ready to discuss NHBC Technical Requirements and how they apply to your role.
✨Demonstrate Strong Communication Skills
Prepare examples of how you've effectively communicated with customers and colleagues in previous roles. Emphasise your ability to provide clear written communication and manage expectations professionally.
✨Exhibit Time Management and Organisation
Discuss your experience managing large caseloads and how you prioritise tasks. Be ready to explain how you ensure all remedial works are completed within agreed timescales while maintaining high-quality standards.
