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For Companies At a Glance
- Tasks: Lead the customer journey, ensuring a top-notch experience for new homeowners.
- Company: Miller Homes, a leading national homebuilder known for quality and customer service.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Other info: Join a dynamic team focused on delivering excellence and building lasting relationships.
- Why this job: Be the voice of our customers and make a real difference in their home-buying journey.
- Qualifications: Strong communication skills, customer service experience, and knowledge of residential property.
The predicted salary is between 30000 - 40000 £ per year.
Miller Homes is a respected national homebuilder with an established reputation for building outstanding quality family homes and providing excellent customer service. We believe in building homes safely, in a way which is considerate to the environment and delighting our customers with a product and experience which recognises that buying a new home is a significant lifetime purchase.
We are looking to recruit a Customer Support Manager to join our Customer Services team based in our Yorkshire region reporting to the Regional Customer Services Manager. This is a critical frontline role, and you will be the custodian of the customer journey.
What you will do:
- Own the customer journey post completion, delivering a world class customer experience.
- Assist with maintaining a recommended 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.
- Use the pre‑completion checklist to ensure that all new homes meet the quality standard Miller Homes 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.
- Review and carry out a fair analysis of defects reported by customers and ensure work is attended to within agreed timescales and in accordance with service level agreements.
- Liaise with sub‑contractors to ensure 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 and ensure any defective work is brought to the attention of 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 Miller’s 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.
- 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 house types and construction processes.
About You:
- Hold a full UK driving licence.
- Trustworthy, honest and provide excellent feedback.
- Able to deal with difficult customers, clients and situations calmly and professionally.
- Sound commercial awareness.
- 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 competitors essential.
- Experience with RSL liaison.
- Knowledge of construction including PMA awareness essential.
- General knowledge of NHBC Technical Requirements/Guidelines essential.
- Computer literate (especially Word & Excel) with good administrative skills.
Customer Support Manager in Sheffield employer: Miller Homes
Contact Detail:
Miller Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager in Sheffield
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Miller Homes and understanding their customer service ethos. Be ready to discuss how you can enhance the customer journey and bring that 'Miller Difference' to life!
✨Tip Number 3
Practice your communication skills! As a Customer Support Manager, you'll need to convey information clearly and professionally. Role-play common scenarios with friends or family to build your confidence.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Miller Homes team.
We think you need these skills to ace Customer Support Manager in Sheffield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Manager role. Highlight your experience in customer service and any relevant knowledge of the housing industry. We want to see how you can bring The Miller Difference to life!
Showcase Your Communication Skills: Since clear written communication is key in this role, ensure your application reflects your ability to convey information effectively. Use concise language and a professional tone, just like you would when communicating with customers or colleagues.
Demonstrate Problem-Solving Abilities: In your application, share examples of how you've handled difficult situations or resolved customer complaints in the past. We love seeing candidates who can think on their feet and provide solutions that keep customers happy!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Miller Homes!
How to prepare for a job interview at Miller Homes
✨Know the Company Inside Out
Before your interview, take some time to research Miller Homes. Understand their values, mission, and what sets them apart in the homebuilding industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Customer Scenarios
As a Customer Support Manager, you'll be dealing with various customer situations. Think of examples from your past experiences where you've successfully handled difficult customers or resolved complaints. Be ready to discuss these scenarios during the interview to demonstrate your problem-solving skills.
✨Familiarise Yourself with Relevant Codes
Make sure you have a solid understanding of the New Homes Quality Code and the NHBC Technical Requirements. Being able to discuss these topics confidently will show that you're well-prepared and knowledgeable about the standards expected in the role.
✨Practice Clear Communication
Since the role requires excellent verbal and written communication skills, practice articulating your thoughts clearly. You might even want to prepare a few questions to ask the interviewer about the company’s approach to customer service, which can showcase your proactive attitude.