Miller homes
Senior Customer Services Coordinator
Job Description
Salary: £Competitive
Location: Teesside
Posting date: 22 Jan 2025
2022-03-02 2022-03-30 Miller Homes
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 Senior Customer Services Coordinator to join our Customer Services team based in our Teesside office.
This is an important role at the heart of our regional customer services team. You will be responsible for providing supervision to a small team of customer services coordinators, ensuring that we deliver an exceptional experience to our customers. Reporting directly to the Regional Customer Services Manager you will be both a confidant and critical friend and play a pivotal role in maintaining 5 Star Builder status while remaining compliant with the New Homes Quality Code requirements.
You will be an exceptional communicator and be confident in doing so at all levels. You will be able to prioritise and manage large workloads and have strong administrative skills.
General knowledge of construction, NHBC technical standards and new homes remedial works would be advantageous.
What you will do:
Provide supervision to a team of customer service coordinators, managing the day-to-day operations of customer services in partnership with the Regional Customer Services Manager
Ensure our “customer journey” is delivered and that all touchpoints are executed throughout the developers 24-month warranty period
Effective and professional communication with customers to correctly manage customer expectations
To issue Miller documentation as and when required or requested to assist the homeowner in the use and understanding of their new home
To ensure accurate and speedy data input into the customer service operating system – Salesforce
Ensure the correct and effective co-ordination of remedial tasks with the emphasis of resolving matters in a timely manner and in line with the New Homes Quality Code, whilst confirming actions to the customer
Create positive working relationships with contractors and all other departments within Miller homes
Effective communications with contractors and other third parties to ensure business SLA compliance
Deal effectively with all incoming communications such as telephone calls and emails, entering details accurately on to Salesforce in a timely manner
To act professionally, courteously and with dignity and control at all times with customers, internal and external colleagues and subcontractors alike to uphold the core values of the business.
To focus on costs against budget and ensure that contra charges are in place with the relevant paperwork completed.
About You:
Hold a full UK driving license is desirable
Trustworthy, honest and provide excellent feedback
Able to deal with difficult customers, clients and situations calmly and professionally
Self-disciplined
Controlled
Smart and professional personal appearance
Confident communicator both verbally and written
Assertive
Dignified
Understanding of the New Homes Quality Code desirable
Experience of customer contact through all communication media
Experience of client and company confidentiality
Knowledge of residential property and our competitors is desirable
General knowledge of NHBC Technical Requirements/Guidelines is desirable
Computer literate (especially Word & Excel) with good administrative skills
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How to apply
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, only successful candidates will be contacted.
(No Agencies Please)