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Customer Support Professional

1 month ago

Basingstoke, Hampshire, United Kingdom Miller Homes Limited Full time
About the Role

Miller Homes Limited, a respected national homebuilder, seeks an experienced Customer Support Manager to join its South region team. Reporting to the Regional Customer Services Manager, this role requires effective collaboration with regional teams and NHBC representatives.

The ideal candidate will possess previous experience in similar roles within the house building sector, demonstrating strong time management skills, experience managing large caseloads, and exceptional relationship-building and communication abilities. Proficiency in Microsoft Office, particularly Word and Excel, is essential, along with good administrative skills.

Key Responsibilities:

  • To be the owner of the customer journey post-completion, delivering a world-class customer experience.
  • Assist in maintaining a recommend rating above target to ensure the business remains a 5-star builder.
  • Liaise with colleagues from customer services, production, and sales functions to gain knowledge of relevant developments and customers.
  • Utilize the pre-completion checklist to ensure new homes meet Miller Homes' quality standards and those expected by 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.
  • Meet and analyze defects reported by customers, ensuring work is completed within agreed timescales and according to service level agreements.
  • Liaise with sub-contractors to ensure remedials are carried out swiftly and to the required standard.
  • Provide clear written communication to customers, contractors, and colleagues, managing needs and expectations appropriately.
  • Act professionally at all times, upholding the company name and charter.
  • Provide proactive feedback to the Regional Customer Services Manager regarding defects and solutions, ensuring defective work is brought to the attention of relevant parties to prevent repeat.
  • Aware of and adhere to the requirements of the New Homes Ombudsman (NHO), dealing with complaints in line with Miller's procedures.
  • E nsure all works are carried out in accordance with specific risk assessments and method statements, promoting high levels of health and safety.
  • Focusing on costs against budget and ensuring contra charges are in place with relevant paperwork as necessary.
About You

We seek a trustworthy individual with excellent feedback skills, able to deal with difficult customers, clients, and situations calmly and professionally. A sound commercial awareness and smart personal appearance are essential.

Required Skills and Qualifications:

  • Holding a full UK driving license
  • Excellent communication and interpersonal skills
  • Commercial awareness and ability to manage budgets
  • Knowledge of residential property and competitors
  • Experience with RSL liaison and construction processes
  • General knowledge of NHBC Technical Requirements/Guidelines
  • Computer literacy, especially in Microsoft Office
Estimated Salary: £40,000 - £50,000 per annum