Customer Support Manager

Miller Homes; Glasgow; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Competitive basic salary

Holiday entitlement: 26 days + public

10% bonus

Company car or car allowance of £5,000

Job summary

Miller Homes in Scotland West region is seeking a Customer Support Manager to lead the customer experience after completion, ensuring seamless handovers and high-quality outcomes across our new homes.

You will own the post-completion journey, coordinate with customers and contractors, and apply the New Homes Quality Code and NHBC guidelines to drive timely remedial work and maintain a world-class service standard.

Qualifications

• Understanding of the New Homes Quality Code.
• Knowledge of NHBC Technical Requirements/Guidelines.
• Strong communication style with customers and contractors.
• Calm and professional handling of difficult situations.

Responsibilities

• Own 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

Skills

Customer communication

Conflict resolution

Customer relationship building

Organizational skills

Job description

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.

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

REQUIREMENTS:

• Understanding of the New Homes Quality Code
• General knowledge of NHBC Technical Requirements/Guidelines is essential
• M ust 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
• Company car or car allowance of £5,000