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