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

(1) 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

(2) Behavioural Attributes

* Trustworthy, honest and provide excellent feedback

* Sound commercial awareness

* Self-disciplined

* Controlled

* Assertive

* Dignified

(3) 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