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Senior Customer Services Co-ordinator

2 months ago

Edinburgh, United Kingdom Miller Homes Ltd Full time

About Us:

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



Is your CV ready If so, and you are confident this is the role for you, make sure to apply asap.

We are looking to recruit a Senior Customer Services Co-ordinator to join our Customer Services team based in our East of Scotland office reporting to the Regional Customer Services Manager.


This is an important role at the heart of our regional customer services team. You will be responsible for providing supervision to a small team of customer services co-ordinators, ensuring that we deliver an exceptional experience to our customers. Reporting directly to the Regional Customer Services Manager you will be both a confidant and critical friend and play a pivotal role in maintaining 5 Star Builder status while remaining compliant with the New Homes Quality Code requirements.


You will be an exceptional communicator and be confident in doing so at all levels. You will be able to prioritise and manage large workloads and have strong administrative skills.


General knowledge of construction, NHBC technical standards and new homes remedial works would be advantageous.


About The Role:

  • Provide supervision to a team of customer service co-ordinators, managing the day-to-day operations of customer services in partnership with the Regional Customer Services Manager
  • Ensure our “customer journey” is delivered and that all touchpoints are executed throughout the developers 24-month warranty period
  • Effective and professional communication with customers to correctly manage customer expectations
  • To issue Miller documentation as and when required or requested to assist the homeowner in the use and understanding of their new home
  • To ensure accurate and speedy data input into the customer service operating system – Salesforce
  • Ensure the correct and effective co-ordination of remedial tasks with the emphasis of resolving matters in a timely manner and in line with the New Homes Quality Code, whilst confirming actions to the customer
  • Create positive working relationships with contractors and all other departments within Miller homes
  • Effective communications with contractors and other third parties to ensure business SLA compliance
  • Deal effectively with all incoming communications such as telephone calls and emails, entering details accurately on to Salesforce in a timely manner
  • To act professionally, courteously and with dignity and control at all times with customers, internal and external colleagues and subcontractors alike to uphold the core values of the business.
  • To focus on costs against budget and ensure that contra charges are in place with the relevant paperwork completed.


About You:

  • Holding a full UK driving license is desirable
  • Trustworthy, honest and provide excellent feedback
  • Able to deal with difficult customers, clients and situations calmly and professionally
  • Self-disciplined
  • Controlled
  • Smart and professional personal appearance
  • Confident communicator both verbally and written
  • Assertive
  • Understanding of the New Homes Quality Code desirable
  • Experience of customer contact through all communication media
  • Experience of client and company confidentiality
  • Knowledge of residential property and our competitors is desirable
  • General knowledge of NHBC Technical Requirements/Guidelines is desirable
  • Computer literate (especially Word & Excel) with good administrative skills