Senior Customer Service Coordinator

Miller Homes Ltd; Newton Aycliffe; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the residential sector seeks a Customer Services Supervisor to oversee a small team and manage customer expectations. The role requires strong communication skills, leadership capabilities, and a solid understanding of administrative functions. Successful candidates will demonstrate professionalism under pressure and effectively liaise with customers and colleagues.

Qualifications

• Ability to lead and support Customer Service Department.
• Experience of client and company confidentiality.
• Ability to provide concise and accurate reports.

Responsibilities

• Provide management to customer service co-ordinator team.
• Handle incoming communications professionally.
• Issue documentation to assist homeowners.

Skills

Leadership

Communication

Team Management

Administrative Skills

Customer Service

Education

Experience in managing small customer focused teams

Computer literate (especially Word & Excel)

Job description

Main Function

To support the customer services department with key administrative duties, supervising and working alongside customer service co-ordinator team.

Key Functional Areas

• Provide inspirational line management to a small team of customer Service Co-ordinators
• Provide daily support/guidance to Customer Service Co-ordinators
• Effective and professional communication with customers to correctly manage customer expectations where necessary
• To issue Miller documentation as and when required or requested to assist the homeowner in the use and understanding of their new home
• Deal effectively and within charter timescales all incoming communications such as telephone calls, messages, emails and texts. Record on the system in a timely manner
• To act professionally, courteously and with dignity and control at all times with customers, internal colleagues, external colleagues and subcontractors alike to uphold the core values of the business, in a pressurised environment.
  
  

Key Capabilities Required

• Skills, Capabilities and attributes
• Ability to lead and support Customer Service Department
• Ability to prioritise key administrative functions.
• Ability to supervise co-ordinator workload.
• Ability to work individually and/or part of a team
• Ability to empathise and sympathise with Miller Homes customers without compromising the position of the business
• Ability to provide concise and accurate written or numerical reports when required
• Ability to work comfortably with Excel, Word & Powerpoint
• Must be able to forge strong professional relationships with internal and external disciplines
• Ability to communicate effectively and successfully both written and electronically
• Behavioural Attributes
• Trustworthy, honest and provide excellent feedback
• Sound commercial awareness
• Self-disciplined
• Controlled
• Assertive
• Dignified
• Knowledge, Experience and Qualification
• Experience in managing small customer focused teams
• Experience of client and company confidentiality
• Computer literate (especially Word & Excel) with good administrative skills essential