Customer Support Manager

Miller Homes Limited; Hounslow; On-site; GBP 35,000 - 50,000; Full time

Job summary

Miller Homes is seeking a Customer Support Manager for its South West region. This key role involves managing customer relations post-completion, ensuring a world-class experience, and coordinating remedial works across developments while adhering to quality standards. Candidates should possess excellent communication skills, a strong understanding of customer service, and familiarity with NHBC Technical Guidelines.

Qualifications

• Experience in a customer contact role essential.
• Understanding of the New Homes Quality Code required.
• Technical background in construction preferred.

Responsibilities

• Own the customer journey post-completion.
• Ensure compliance with service level agreements.
• Manage relationships with contractors and customers.

Skills

Time management

Relationship building

Customer service

Communication

Tools

Microsoft Word

Microsoft Excel

Job description

About the role

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 Customer Services team based in our South West 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. 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.

What you will do:

• To be the owner of the customer journey post completion, delivering a world class customer experience
• Assist with maintaining a recommend rating at 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
• 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
• 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 pro-active 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
• Be aware of and adhere to the requirements of the New Homes Ombudsman (NHO) dealing with any complaints in line with Millers 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 House types and construction processes
• 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

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
• Controlled
• Smart and professional personal appearance
• Confident communicator both verbally and written
• 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 essential
• Computer literate (especially Word & Excel) with good administrative skills

How to apply

Please submit your Curriculum Vitae and covering letter ideally including details of your current salary and notice period.

This job advert will close as soon as sufficient applications have been received, and therefore you should apply for this job as soon as possible.

Unfortunately, due to the high volume of applications, only successful candidates will be contacted.

(No Agencies Please)

Apply for this position

Before taking up a position with Miller Homes you must provide evidence that you have the right to live and work in the UK permanently and without restriction.

Please complete the application form below, and select "Submit" when you have finished

Please note - the form fields marked with an asterisk (*) must be completed in order for your application to be processed correctly.

First name *
Last name *
Address *

Email *
Telephone *

Please provide a brief outline explaining why you should be suitable for a position with Miller Homes (Max 1000 characters including spaces) *:

Upload CV

Please ensure your document is a Microsoft Word Document with file extension .doc or .docx

Equal Opportunities Ethnic Monitoring

Please ensure that you complete this section fully in order for your application to be processed correctly.

Miller Homes takes positive steps to ensure that all applicants who are selected for employment are done so solely on their suitability. To do this effectively we need specific information from you and would appreciate your assistance in completing this section.

This information is treated as confidential and will not be used for any other purpose. (The classifications in this form are recommended by the Commission for Racial Equality).

Ethnic Origin * D.O.B * [dd/mm/yyyy] Gender * Disabled * Nationality / citizenship *