Customer Service Manager
1 week ago
\t* 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
\t* Ensure our "customer journey" is delivered and that all touchpoints are executed throughout the developer's 24-month warranty period
\t* Effective and professional communication with customers to correctly manage customer expectations
\t* Issue Miller documentation as and when required or requested to assist the homeowner in the use and understanding of their new home
\t* Ensure accurate and speedy data input into the customer service operating system – Salesforce
\t* 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
\t* Create positive working relationships with contractors and all other departments within Miller Homes Ltd
\t* Effective communications with contractors and other third parties to ensure business SLA compliance
\t* Deal effectively with all incoming communications such as telephone calls and emails, entering details accurately on to Salesforce in a timely manner
\t* 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
\t* Focus on costs against budget and ensure that contra charges are in place with the relevant paperwork completed
", "Requirements": "
\t* Holding a full UK driving license is desirable
\t* Trustworthy, honest and provide excellent feedback
\t* Able to deal with difficult customers, clients and situations calmly and professionally
\t* Self-disciplined
\t* Controlled
\t* Smart and professional personal appearance
\t* Confident communicator both verbally and written
\t* Assertive
\t* Understanding of the New Homes Quality Code desirable
\t* Experience of customer contact through all communication media
\t* Experience of client and company confidentiality
\t* Knowledge of residential property and our competitors is desirable
\t* General knowledge of NHBC Technical Requirements/Guidelines is desirable
\t* Computer literate (especially Word & Excel) with good administrative skills
"}
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