Customer Support Excellence Manager

4 days ago


Basingstoke, Hampshire, United Kingdom Miller Homes Full time

About Miller Homes


Miller Homes is a leading national homebuilder with a strong reputation for delivering outstanding quality family homes and exceptional customer service.



Role Overview


We are seeking an experienced Customer Support Manager to join our Customer Services team in the South region, reporting directly to the Regional Customer Services Manager.



About the Job


You will be the primary point of contact for customers following legal completion, managing face-to-face relationships across multiple developments to ensure a world-class experience.


Key responsibilities include:



  1. Managing client inspection works to identify necessary remedial works across relevant Miller Homes developments and ensuring ongoing quality of all homes post completion.


  2. Liaising with the Customer Services team, contractors, and customers to ensure all remedial works are completed within agreed timescales, in line with Miller Homes' service level agreements and the New Homes Quality Code.


  3. Providing line management and guidance to customer service technicians.


  4. Ensuring compliance with the New Homes Ombudsman (NHO) and dealing with complaints in line with Millers complaints and resolution procedures.


  5. Maintaining high levels of health and safety throughout all works, adhering to specific risk assessments and method statements.


  6. Providing inspirational leadership to customer services technicians to ensure they operate effectively and in line with our customer charter.




Your Skills and Qualifications


To succeed in this role, you will need:



  • A full UK driving license.
  • Solid commercial awareness.
  • An understanding of the New Homes Quality Code.
  • Computer literacy, particularly in Word and Excel, along with good administrative skills.


Competitive Salary


The successful candidate can expect a competitive salary, estimated around £45,000-£55,000 per annum, depending on experience.



Benefits


This role offers a rewarding career opportunity with a respected national homebuilder, providing a comprehensive benefits package including opportunities for professional growth and development.


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