Customer Support Manager

About the role

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. That is The Miller Difference.

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
• Controlled
• 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