About the role
Customer Support Manager - Teesside
Miller Homes is a respected national homebuilder with an established reputation for building outstanding quality family homes and providing excellent customer service. We believe in building homes safely, in a way which is considerate to the environment and delighting our customers with a product and experience which recognises that buying a new home is a significant lifetime purchase. That is The Miller Difference.
We are looking to recruit a Customer Support Manager to join our Customer Services team based in our Teesside 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
Self-disciplined
Controlled
Smart and professional personal appearance
Confident communicator both verbally and written
Assertive
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
