Customer Support Manager

About the role

At Miller Homes, we are building homes in a way that allows us to create better places for people to belong, better homes for customers, and better communities for nature to prosper. We are also dedicated to creating a better working environment for our people.

We are looking to recruit a Customer Support Manager to join our Customer Services team based in our Scotland East Region.

This is a critical frontline role where 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 ongoing 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 compliance with the New Homes Quality Code. Additionally, you will provide 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 necessary. Therefore, previous experience in a similar role within the house building sector would be beneficial. A technical background and/or a good understanding of identifying and managing remedial works within the new homes industry is desirable.

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 managing large caseloads, and relationship-building/people skills are essential to undertake this role. A strong understanding of Microsoft Word and Excel is required along with good administrative skills. Client and company confidentiality is also essential.

What you will do:

1. Be the owner of the customer journey post-completion, delivering a world-class customer experience.
2. Assist with maintaining a recommend rating above target to ensure the business remains a 5-star builder.
3. Liaise with colleagues from customer services, production, and sales functions to gain knowledge and understanding of relevant developments and customers.
4. Utilise the pre-completion checklist to ensure that all new homes meet the quality standards of Miller Homes, our customers, and the New Homes Quality Code.
5. Communicate with customers after their move-in to ensure they have no concerns and are settling into their new home seamlessly.
6. Meet and carry out a fair analysis of defects reported by our customers and ensure work is attended to within the agreed timescales in accordance with service level agreements.
7. Liaise with sub-contractors to ensure that remedials are carried out swiftly and to the required standard.
8. Provide clear written communication to customers, contractors, and colleagues, managing needs and expectations appropriately.
9. Act professionally at all times with the company name and charter in mind.
10. Provide proactive feedback to the Regional Customer Services Manager regarding defects and solutions, ensuring any defective work is brought to the attention of all relevant parties to prevent repeat visits.
11. Be aware of and adhere to the requirements of the New Homes Ombudsman (NHO), dealing with any complaints in line with Miller Homes complaints and resolution procedures.
12. 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.
13. Focus on costs against budget and ensure that contra charges are in place with the relevant paperwork as necessary.
14. Build a thorough knowledge of Miller Homes house types and construction processes.

About You:

1. Hold a full UK driving license.
2. Trustworthy, honest, and provide excellent feedback.
3. Able to deal with difficult customers, clients, and situations calmly and professionally.
4. Sound commercial awareness.
5. Controlled.
6. Smart and professional personal appearance.
7. Confident communicator both verbally and in writing.
8. Dignified.
9. Understanding of the New Homes Quality Code.
10. Experience of customer contact through all communication media.
11. Experience of client and company confidentiality.
12. Knowledge of residential property and our competitors is essential.
13. Experience with RSL liaison.
14. Knowledge of construction, including PMA awareness, is essential.
15. General knowledge of NHBC Technical Requirements/Guidelines is essential.
16. Computer literate (especially Word & Excel) with good administrative skills.

How to apply

Please submit your Curriculum Vitae and covering letter, ideally including details of your current salary and notice period.

This job advert will close as soon as sufficient applications have been received, so please apply as soon as possible.

Unfortunately, due to the high volume of applications, only successful candidates will be contacted.

(No Agencies Please)

Before taking up a position with Miller Homes, you must provide evidence that you have the right to live and work in the UK permanently and without restriction.

Please complete the application form below and select "Submit" when you have finished.

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