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For Companies At a Glance
- Tasks: Manage customer relationships post-completion, ensuring a world-class experience.
- Company: Miller Homes builds better homes and communities, focusing on quality and sustainability.
- Benefits: Competitive salary, supportive work environment, and opportunities for professional growth.
- Why this job: Join a team dedicated to customer satisfaction and community impact in the housing sector.
- Qualifications: Experience in customer service, knowledge of NHBC guidelines, and strong communication skills required.
- Other info: Full UK driving license needed; technical background in construction is a plus.
The predicted salary is between 36000 - 60000 £ per year.
Salary: £Competitive
Location: North West
Posting date: 09 Jul 2025
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 North West reporting to the Regional Customer Services Manager.
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 line management and 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
- Be aware of and adhere to the requirements of the New Homes Ombudsman (NHO) dealing with any complaints in line with Millers complaints and resolution procedures
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
- Self-disciplined
- 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
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Customer Support Manager employer: Miller Homes Ltd
Contact Detail:
Miller Homes Ltd 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 will set you apart from other candidates.
✨Tip Number 3
Research Miller Homes and their recent projects. Being knowledgeable about their developments and customer service approach will allow you to tailor your conversation during the interview, showing that you're genuinely interested in the role.
✨Tip Number 4
Prepare to discuss your time management strategies, especially in relation to managing large caseloads. Providing specific examples of how you've prioritised tasks effectively will demonstrate your organisational skills, which are crucial for this role.
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 management, particularly within the house building sector. Emphasise your skills in relationship building, time management, and communication.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the customer journey and your commitment to delivering a world-class experience. Mention specific examples from your past roles that demonstrate your ability to manage customer relationships effectively.
Highlight Technical Knowledge: If you have a technical background or knowledge of NHBC Technical Requirements, make sure to include this in your application. This will show that you understand the complexities of the role and can handle remedial works efficiently.
Showcase Communication Skills: Since clear written communication is essential for this role, consider including a brief example of how you've successfully managed customer communications in the past. This could be through emails, reports, or direct interactions.
How to prepare for a job interview at Miller Homes Ltd
✨Understand the Customer Journey
Make sure you can articulate what a world-class customer experience looks like, especially in the context of post-completion support. Be prepared to discuss how you would manage customer relationships and ensure satisfaction throughout their journey.
✨Familiarise Yourself with NHBC Guidelines
Since knowledge of NHBC Technical Requirements is essential for this role, brush up on these guidelines before your interview. Being able to demonstrate your understanding will show that you're serious about the position and ready to tackle the challenges it presents.
✨Showcase Your Communication Skills
As a Customer Support Manager, you'll need to communicate effectively with customers, contractors, and colleagues. Prepare examples of how you've successfully managed difficult conversations or resolved conflicts in the past to highlight your interpersonal skills.
✨Demonstrate Time Management Abilities
This role involves managing large caseloads and ensuring timely responses to customer needs. Be ready to discuss your strategies for prioritising tasks and managing your time effectively, perhaps by sharing specific examples from your previous roles.
