Customer Support Manager

Miller Homes Ltd; Winchester; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Competitive basic salary

26 days annual leave + public holidays + your birthday off

Birthday off

Job summary

A leading homebuilder in the UK is seeking a Customer Support Manager to oversee the customer experience for new clients following completion. The role involves ensuring quality standards at all homes, communicating effectively with customers post-move, and managing reported defects. The ideal candidate will understand industry codes and have excellent communication skills to enhance customer satisfaction. This position is based in the Southern region, with a competitive salary and attractive benefits.

Qualifications

• Understanding of the New Homes Quality Code is crucial.
• Familiarity with NHBC Technical Requirements/Guidelines is a must.
• Excellent communication skills to build trust with customers.
• Calm and professional handling of difficult situations.

Responsibilities

• Own the customer journey post completion delivering a great experience.
• Ensure homes meet quality standards as per the checklist.
• Communicate with customers post move-in to address any concerns.
• Analyze defects reported by customers and ensure timely repairs.

Skills

Understanding of the New Homes Quality Code

General knowledge of NHBC Technical Requirements

Natural and engaging communication style

Ability to deal with difficult customers

Job description

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 Southern region. Whilst the role is based out of our Basingstoke regional office, we are looking for people based in the Southern part of our patch due to site locations. 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
• 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