Customer Support Manager

Miller Homes Ltd; Basingstoke; On-site; GBP 35,000 - 55,000; Full time

Job summary

Miller Homes Ltd is seeking a Customer Support Manager in Basingstoke to enhance customer relationships post-completion of home purchases. The successful candidate will manage client inspections, remedial works, and support the customer services team, ensuring compliance with service agreements and technical requirements.

Qualifications

• Experience in customer contact through all communication forms.
• Technical knowledge of NHBC Technical Requirements/Guidelines preferred.
• Ability to manage large caseloads effectively.

Responsibilities

• Manage customer relationships post-legal completion ensuring a world-class experience.
• Oversee client inspection works and address necessary remedial actions.
• Provide line management to customer service technicians.

Skills

Time management

Relationship building

Communication

Tools

Microsoft Word

Excel

Job description

Customer Support Manager

Salary: £Competitive

Location: Basingstoke

Posting date: 25 Jun 2025

Customer Support Manager - Basingstoke

Miller Homes is a respected national homebuilder with an established reputation for building outstanding quality family homes and providing excellent customer service. We believe in building homes safely, in a way which is considerate to the environment and delighting our customers with a product and experience which recognises that buying a new home is a significant lifetime purchase. That is The Miller Difference.

We are looking to recruit a Customer Support Manager to join our Customer Services team based in our Southern region reporting to the Regional Customer Services Manager.

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, ensuring our customers receive a world class experience. You will be responsible for client inspection works to identify any necessary remedial works across relevant Miller Homes developments and ensure the on-going quality of all homes post completion. 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. You will also provide line management and 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, therefore, 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.

You should possess experience of customer contact through all forms of communication, with a general knowledge of NHBC Technical Requirements/Guidelines being an advantage. 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 with good administrative skills. Client and company confidentiality is also essential.