Customer Support Manager

2 months ago

Edinburgh, Edinburgh, United Kingdom Miller Homes Full time

About the Role

Miller Homes is seeking a highly skilled and experienced Customer Support Manager to join our Customer Services Team in the North East region. As a critical frontline role, you will be the custodian of the customer journey, ensuring our customers receive a world-class experience.

Key Responsibilities

  • Manage face-to-face relationships across multiple developments, ensuring customers receive a seamless experience.
  • Identify and manage remedial works across relevant Miller Homes developments, ensuring quality and compliance with the New Homes Quality Code.
  • Liaise with the Customer Services team, contractors, and customers to ensure all remedial works are attended to within agreed timescales.
  • Provide guidance to customer service technicians and ensure they are equipped to deliver exceptional customer service.
  • Collaborate with the regional team and NHBC to ensure technical requirements are met and compliance is maintained.
  • Attend resolutions and insurance claims as required, utilizing your technical expertise and knowledge of the new homes industry.

Requirements

  • Hold a full UK driving license.
  • Experience in a similar role within the house building sector, with a technical background or good understanding of identifying and managing remedial works.
  • Excellent customer contact skills, with a general knowledge of NHBC Technical Requirements/Guidelines.
  • Strong time management skills, with experience of managing large caseloads and building relationships.
  • Proficient in Microsoft Word and Excel, with good administrative skills.
  • Client and company confidentiality is essential.

About You

  • Trustworthy, honest, and provide excellent feedback.
  • Able to deal with difficult customers, clients, and situations calmly and professionally.
  • Sound commercial awareness.
  • Self-disciplined, controlled, and smart in personal appearance.
  • Confident communicator, both verbally and written.
  • Assertive, dignified, and 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 our competitors is essential.
  • Experience with RSL liaison.
  • Knowledge of construction, including PMA awareness, is essential.
  • General knowledge of NHBC Technical Requirements/Guidelines is essential.
  • Computer literate, especially in Word and Excel, with good administrative skills.

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