Residential Customer Support Manager

3 weeks ago

Edinburgh, Edinburgh, United Kingdom Miller Homes Full time
Job Description

We are seeking a highly skilled Residential Customer Support Manager to join our team at Miller Homes. As a key member of our Customer Services Team, you will be responsible for delivering exceptional customer experiences and ensuring the highest quality standards in our new homes.

About the Role

This is a critical frontline role, and you will be the custodian of the customer journey. You will be the customers' key point of contact following legal completion, managing face-to-face relationships across multiple developments. Your primary objective will be to ensure our customers receive a world-class experience, which includes client inspection works to identify any necessary remedial works across relevant Miller Homes developments.

You will liaise with the Customer Services team, contractors, and customers to ensure all remedial works are attended to within agreed timescales, in line with Miller Homes' service level agreements and ensuring we remain compliant with the New Homes Quality Code. Additionally, you will provide guidance to our customer service technicians.

You will be required to liaise with all functions within the regional team and the NHBC regarding technical requirements and may be required to attend resolutions and insurance claims as and when required. Previous experience in a similar role within the house building sector would be beneficial. A technical background is also desirable, and/or a good understanding of identifying and managing remedial works within the new homes industry.

As a Residential Customer Support Manager, you should possess experience of customer contact through all forms of communication, with a general knowledge of NHBC Technical Requirements/Guidelines. Time management skills, experience of managing large caseloads, and relationship-building people skills are essential to undertake this role. A strong understanding of Microsoft Word and Excel is required, along with good administrative skills. Client and company confidentiality is also essential.

Key Responsibilities
  • To be the owner of the customer journey post-completion, delivering a world-class customer experience.
  • Assist with maintaining a recommend rating above target to ensure the business remains a 5-star builder.
  • To liaise with your colleagues from customer services, production, and sales functions to gain knowledge and understanding of relevant developments and customers.
  • Utilize the pre-completion checklist to ensure that all new homes are at the quality standard Miller Homes, our customers, and the New Homes Quality Code.
  • Communicate with customers after their move-in, to ensure they have no concerns and are settling into their new home seamlessly.
  • To meet and carry out a fair analysis of defects reported by our customers and ensure work is attended to within the timescales agreed and in accordance with the service level agreements in place.
  • To liaise with sub-contractors ensuring that remedials are carried out swiftly and to the required standard.
  • Provide clear written communication to customers, contractors, and colleagues, managing needs and expectations appropriately.
  • To act professionally at all times with the company name and charter in mind.
  • Provide proactive feedback to the Regional Customer Services Manager regarding defects and solutions and ensure any defective work is brought to the attention of all relevant parties to prevent repeat visits.
  • Be aware of and adhere to the requirements of the New Homes Ombudsman (NHO) dealing with any complaints in line with Miller Homes complaints and resolution procedures.
  • Ensure all works are carried out in accordance with specific risk assessments and method statements leading to high levels of health and safety at all times.
  • To focus on costs against budget and ensure that contra charges are in place with the relevant paperwork as and when necessary.
  • Build a thorough knowledge of Miller Homes house types and construction processes.
About You
  • Hold a full UK driving license.
  • Trustworthy, honest, and provide excellent feedback.
  • Able to deal with difficult customers, clients, and situations calmly and professionally.
  • Sound commercial awareness.
  • Self-disciplined.
  • Controlled.
  • Smart and professional personal appearance.
  • Confident communicator both verbally and written.
  • Assertive.
  • Dignified.
  • 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 Word & Excel) with good administrative skills.

The estimated salary for this role is £40,000-£60,000 per annum, depending on experience, plus benefits.

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