Customer Support Manager

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At Miller Homes, we are committed to building better places for people to belong, better homes for customers, and better environments for communities, nature, and our people. We strive to create spaces where people and the planet thrive.

We are seeking a Customer Support Manager to join our Customer Services Team in the North East region.

This key frontline role involves managing the customer journey post-completion. You will be the primary contact for customers, overseeing face-to-face relationships across multiple developments and ensuring they receive a world-class experience. Your responsibilities include conducting client inspections to identify remedial works, coordinating with teams to address these issues within agreed timescales, and maintaining compliance with the New Homes Quality Code. You will also guide our customer service technicians.

The role requires liaising with various regional functions and the NHBC regarding technical requirements, and may involve attending resolution meetings and insurance claims. Experience in a similar house building role, a technical background, and knowledge of remedial works are advantageous.

Essential skills include customer communication across all media, understanding NHBC guidelines, time management, relationship building, and strong administrative skills with Microsoft Word and Excel. Confidentiality is paramount.

Key Responsibilities:

1. Manage the post-completion customer journey to deliver exceptional service.
2. Maintain a high customer satisfaction rating to support our 5-star builder status.
3. Collaborate with customer service, production, and sales teams to stay informed about developments and customer needs.
4. Use pre-completion checklists to ensure homes meet quality standards and compliance.
5. Follow up with customers post-move-in to address concerns and ensure smooth settling-in.
6. Analyze and address reported defects promptly, coordinating remedial work with subcontractors.
7. Communicate clearly and professionally with customers, contractors, and colleagues.
8. Provide proactive feedback on defects and solutions to the Regional Customer Services Manager.
9. Handle complaints in line with Miller Homes procedures and the New Homes Ombudsman requirements.
10. Ensure all works adhere to health and safety standards through risk assessments and method statements.
11. Manage costs effectively, including contra charges and relevant documentation.
12. Develop a thorough knowledge of Miller Homes’ house types and construction processes.

Candidate Profile:

• Hold a full UK driving license.
• Trustworthy, honest, and capable of providing excellent feedback.
• Ability to handle difficult situations calmly and professionally.
• Commercial awareness and professionalism.
• Smart appearance and confident communication skills, both verbal and written.
• Understanding of the New Homes Quality Code.
• Experience in customer contact via various media and maintaining confidentiality.
• Knowledge of residential property, market competitors, and construction processes, including PMA awareness.
• Familiarity with NHBC Technical Requirements/Guidelines.
• Proficiency in Word & Excel and good administrative skills.

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