Senior Customer Services Coordinator

1 week ago

Edinburgh, Edinburgh, United Kingdom Miller Homes Ltd Full time
About the Role

We are seeking a highly skilled and experienced Senior Customer Services Coordinator to join our Customer Services team at Miller Homes Ltd. This is a key role that requires strong leadership and communication skills to ensure exceptional customer experiences.

Key Responsibilities:

  • Provide supervision to a team of customer service coordinators, 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 developer's 24-month warranty period.
  • Effective and professional communication with customers to correctly manage customer expectations.
  • Issue Miller documentation as and when required or requested to assist the homeowner in the use and understanding of their new home.
  • Ensure accurate and speedy data input into the customer service operating system – Salesforce.
  • Coordinate 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 Ltd.
  • Communicate effectively with contractors and other third parties to ensure business SLA compliance.
  • Deal effectively with all incoming communications, entering details accurately on to Salesforce in a timely manner.
  • 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.
  • Focus on costs against budget and ensure that contra charges are in place with the relevant paperwork completed.
About You

We are looking for a trustworthy, honest and excellent communicator who can deal with difficult customers, clients and situations calmly and professionally. You should be self-disciplined, controlled and have a smart and professional personal appearance.

Requirements:

  • 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.

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