Customer Support Manager

About Us: At Miller Homes, we pride ourselves on being a company that not only builds exceptional homes but also invests in the people who make it all possible. We are renowned for our commitment to excellence and are dedicated to fostering a supportive and dynamic work environment. Our Scotland West team is a testament to our values of hard work, trust, and enthusiasm. We believe in empowering our employees and supporting their career growth, ensuring they have the tools and resources needed to excel.

Role Overview: We are looking for a dedicated and professional Customer Support Manager (CSM) to join our team. This key role is essential in providing our customers with a smooth and outstanding experience from the moment they move into their new home. As a CSM, you will play a vital role in delivering 5-star service during the post completion customer journey. Your responsibilities will include conducting inspections and identifying any necessary remedial work. Strong knowledge of NHBC technical standards and tolerance levels for new build homes is required, making this position ideal for those with prior experience in a similar role or a background in trades.

Key Responsibilities:

• Act as a primary point of contact for customers, addressing any queries or concerns with confidence and professionalism.
• Carry out inspections in new homes to identify defects, incomplete work or quality issues.
• Collaborate closely with sub-contractors and site management teams to resolve issues and ensure customer satisfaction.
• Provide exceptional customer service by demonstrating empathy, problem-solving skills, and a proactive approach. Managing the customer through their first 9-12 months of occupation.
• Work independently when required, but also thrive as a key player within a supportive team environment.
• Maintain clear and effective communication with all stakeholders to uphold Miller Homes' high standards of service.

What We’re Looking For:

• A customer-focused professional with a proven track record of delivering outstanding service.
• Confidence in interacting with customers, sub-contractors, and site management teams. Ensuring that contractors adhere to our SLA’s and KPI’s.
• Strong problem-solving skills and the ability to handle challenging situations with a positive attitude.
• A team player who also excels when working independently.
• A passion for ensuring customers enjoy their new homes and a commitment to delivering a 5-star service.
• An understanding of the NHBC technical standards and NHQC requirements. With an ability to program and scope remedial works in occupied properties.

Why Miller Homes? Joining Miller Homes means becoming part of a company that values and invests in its people. We offer a vibrant work environment where hard work is recognized, and career development is encouraged. As a Customer Support Manager, you will find the role challenging yet rewarding, with ample opportunities to make a significant impact on our customers' experiences.

If you are a dedicated professional who thrives on delivering exceptional customer service and enjoys working in a collaborative and supportive team, we would love to hear from you.