Senior Customer Services Coordinator
Salary: £Competitive
Location: Teesside
Posting date: 22 Jan 2025
About the role
At Miller Homes, we are building homes in a way that allows us to create better places for people to belong, better homes for customers, and better places for communities to thrive and nature to prosper. We are also committed to creating a better working environment for our employees.
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, playing 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 confident in doing so at all levels. You will be able to prioritize 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 developer's 24-month warranty period.
* Communicate effectively and professionally with customers to manage their expectations.
* Issue Miller documentation as required to assist homeowners in understanding their new home.
* Ensure accurate and speedy data input into the customer service operating system – Salesforce.
* Coordinate remedial tasks effectively, emphasizing timely resolution in line with the New Homes Quality Code while confirming actions to the customer.
* Create positive working relationships with contractors and all other departments within Miller Homes.
* Communicate effectively with contractors and other third parties to ensure business SLA compliance.
* Handle all incoming communications such as telephone calls and emails, entering details accurately into Salesforce in a timely manner.
* Act professionally, courteously, and with dignity at all times with customers, colleagues, and subcontractors to uphold the core values of the business.
* 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 (desirable).
* Trustworthy and honest, providing excellent feedback.
* Able to handle difficult customers and situations calmly and professionally.
* Self-disciplined and controlled.
* Smart and professional personal appearance.
* Confident communicator, both verbally and in writing.
* Assertive and 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 competitors (desirable).
* General knowledge of NHBC Technical Requirements/Guidelines (desirable).
* Computer literate (especially Word & Excel) with good administrative skills.
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, so please apply as soon as possible. Unfortunately, due to the high volume of applications, only successful candidates will be contacted.
(No Agencies Please)
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