Regional Customer Services Manager

Miller Homes; Glasgow; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Competitive basic salary

26 days annual leave + public holidays + birthday off

Opportunity to earn 20% bonus

Company car or car allowance of £5,850 per annum

Job summary

Miller Homes is seeking a Regional Customer Services Manager for our Scotland West region. This role involves leading the customer services function, ensuring high service delivery, and enhancing customer satisfaction post-completion. You'll be responsible for operational performance, warranty obligations, and continuous improvement initiatives. Ideal candidates should have experience in customer service management within construction, knowledge of NHBC standards, and possess strong leadership abilities. A competitive salary, bonus opportunity, and benefits are offered.

Qualifications

• Proven experience in a senior Customer Services management role, ideally within construction or housebuilding.
• Good working knowledge of NHBC standards, building regulations, and warranty obligations.
• Ability to provide sound advice and leadership to Customer Services teams and contractors.

Responsibilities

• Take overall responsibility for the delivery of customer service quality and performance across the region.
• Act as a senior point of authority on sensitive customer matters.
• Lead process improvement initiatives to improve service quality and workflow.

Skills

Customer service management experience

Knowledge of NHBC standards

Leadership ability

Resilience

Self-motivation

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 Regional Customer Services Manager to join our team in the Scotland West region. The role of Regional Customer Services Manager will see you lead and direct the regional Customer Services function, ensuring high‑quality service delivery, effective workflow, and consistently positive customer outcomes across the full post‑completion customer journey. The role has overall accountability for operational performance, customer satisfaction, warranty and NHBC obligations, cost control, and continuous improvement across Customer Services administration, coordination, inspection, and field teams.

Responsibilities

• Take overall responsibility for the delivery of customer service quality and performance across the region.
• Act as a senior point of authority on sensitive customer matters where commercial, reputational, or technical risk exists.
• Lead and sponsor process improvement initiatives to improve service quality, efficiency, and workflow across the region.
• Work closely with Production teams and subcontractors to improve build quality and reduce lead times for remedial works.

Requirements

• Proven experience in a senior Customer Services management role, ideally within construction or housebuilding.
• Good working knowledge of NHBC standards, building regulations, and warranty obligations.
• Ability to provide sound advice and leadership to Customer Services teams and contractors.
• Determined, resilient, and self‑motivated.

What we offer

• Competitive basic salary.
• 26 days annual leave + public holidays + your birthday off.
• Opportunity to earn 20% bonus.
• Company car, or car allowance of £5,850 per annum.