Customer Support Manager

Miller Homes Ltd; Glasgow; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

26 days annual leave

Birthday off

10% bonus

Car allowance

Company car

Job summary

Miller Homes Ltd in Scotland West seeks a Customer Support Manager to oversee post-completion customer experience, conduct inspections for quality, and coordinate remedial works across Miller Homes sites in the Scotland West region, including Glasgow. Competitive salary and benefits are offered.

Role focuses on delivering a high-quality customer journey, adhering to the New Homes Quality Code, and ensuring timely response to customer concerns and defects.

Qualifications

• Understanding of the New Homes Quality Code.
• Knowledge of NHBC Technical Requirements/Guidelines.
• Strong communication style with customers and contractors.
• Ability to handle difficult customers calmly and professionally.

Responsibilities

• Own the customer journey post completion, delivering a world class experience.
• Use the pre-completion checklist to ensure homes meet Miller Homes quality standard and NHQC.
• Communicate with customers after move-in to ensure they are settling in and have no concerns.
• Assess defects reported by customers and coordinate timely remedial work per SLAs.

Skills

Customer service

Communication

Problem solving

Stakeholder management

Job description

Department: Customer Services

Location: Scotland West

Description

Customer Support Manager

Scotland West region, Glasgow, G69 6GA

Competitive salary + attractive benefits

At Miller Homes we are building homes in a way which allows us to build better places for people to belong to, better homes for customers and better places for communities to thrive and nature to prosper. We are also creating a better working environment for our people. We create better places where people and planet prosper.

We are looking to recruit a Customer Support Manager to join our team in the Scotland West region. The role of the Customer Support Manager is to manage the customer experience of our new clients’ post completion, carry out inspection works to ensure quality of all homes prior and post completion and to identify any necessary remedial works across relevant Miller Homes Limited sites.

Customer Support Manager Responsibilities

• To be the owner of the customer journey post completion, delivering a world class customer experience.
• Utilise 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

Customer Support Manager Requirements

• Understanding of the New Homes Quality Code
• General knowledge of NHBC Technical Requirements/Guidelines is essential
• Must have a natural and engaging style of communication, with a passion and desire for customer interaction and the ability to build trust with customers and contractors alike
• Able to deal with difficult customers, clients and situations calmly and professionally

What We Offer

• Competitive basic salary
• 26 days annual leave + public holidays + your birthday off
• Opportunity to earn 10% bonus
• £5,000 car allowance or Company car