Job Description
Main Function (Multi Trade Operative / Customer Service Technician): To carry out multi-trade remedial tasks in occupied/unoccupied properties in a safe, resourceful, and workmanlike manner. Uphold the core values of Miller Homes in delivering excellent customer service, being 'the face' of Miller Homes Customer Service in the field.
Key Functional Areas (Multi Trade Operative / Customer Service Technician):
1. Ensure the customer service vehicle is properly racked out, clean, and tidy at all times. Check weekly for compliance with Health & Safety statutes and road law.
2. Maintain a smart appearance, wearing relevant footwear and protective gear appropriate to the task. The company provides work clothing including PPE; it is the technician's responsibility to ensure it is worn and in good condition.
3. Carry ID at all times and present it upon request.
4. Liaise with the Central Office Hub to provide status reports of ongoing and completed tasks for efficient management.
5. Obtain signed satisfaction or completion notifications from customers after remedial tasks, where possible.
6. Arrive promptly at the work site and inform the line manager of any issues that may impact work.
7. Perform work diligently and safely following the company SH&E Management System, available on the intranet, and be flexible to meet business needs.
8. Regularly review the Miller Homes Customer Service Manual to ensure compliance with processes and procedures.
Key Capabilities Required (Multi Trade Operative / Customer Service Technician):
1. Skills, Capabilities, and Attributes:
2. Multi-skilled with knowledge of joinery, general laboring, bricklaying, plaster patching, painting, decorating, glazed tiling, understanding drawings, assembling components, some M&E knowledge, SH&E proficiency, and awareness of current legislation.
3. Knowledge of Miller products, design, and specifications; training and portfolios required.
4. Proficient in PC use.
5. Basic understanding of NHBC standards and construction techniques.
6. Proficient in first aid (basic level), scaffold awareness, and cherry picker operation (training required).
7. Effective communication skills with internal and external customers.
8. Courteous and sound driving skills, preferably with a clean license.
Behavioral Attributes:
1. Represent Miller professionally, especially in the field.
2. Avoid confrontation; if faced with irate clients, de-escalate and report to the Customer Services Inspector or regional office.
3. Possess strong communication skills to build relationships and seek support when needed.
4. Ability to work efficiently individually or as part of a team.
5. Consistently offer courteous, exemplary, and efficient customer service.
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