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 Services Manager to join our Customer Services team based in our Southern region.
The successful candidate will be responsible for:
Key Functional Areas
Work with the RCSM to take responsible for the delivery of quality & service to all Customers
Responsible for regional properties within warranty and NHBC insurance liability
Work with RCSM to help lead the Customer Services team in striving for a one-call resolution of customer issues
Lead process improvement initiatives
Identify potential cost recovery and ensure operational costs are within budget
Work with our Sub-Contractors and Production team on quality and reduction of lead time for remedial works
Attend Monthly meetings as required with internal departmental staff to identify failures and apply corrective actions
Quarterly meetings with Customer Services Technicians/Operatives to discuss concerns and improvements.
Participate and deliver departmental performance at management meetings, as required
Ensure utilisation of Customer Services operating system for accurate recording of customer information
Be available for telephone support for out of hours emergency service provider (infrequent)
To provide support for the Customer Service team with escalated complaints
Provide support as and when required to the RCSM.
Key Capabilities Required
Strong analytical skills to evaluate process and procedures
Understands the principles of excellent customer service
Can simply explain concepts, techniques, and information
Must be able to write accurate, clear, and concise reports & letters
Customer facing, must be well presented and articulate
Able to deal with difficult customers, clients, and situations calmly and professionally
Determined and self-motivated approach
PC literate
Driving Licence
Experience of Customer Services Management is required, and knowledge of the New Homes industry is desirable but not essential. The successful candidate should be computer literate and proficient in Microsoft packages and CRM systems.
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How to apply
Interested candidates should submit their applications through our website. 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 we receive, only successful candidates will be contacted.
(No Agencies Please)