Job Title: Area Customer Services Director
Employer: Miller Homes
Job: Area Customer Services Director
About my job
Position and how long you have been in the property industry?
I am the Customer Services Director for Miller Homes’ Yorkshire region, I have been working in the housebuilding industry for 22 years.
What does your job involve?
My job involves the effective running of the North Area Customer Services team, although it stretches across all the disciplines of the business. My task is to oversee the process of effectively looking after our customers once they have moved into their home and in line with ‘The Miller Difference’.
For the fourth consecutive year we retained our five star rating, the highest level attainable, in the Home Builders Federation (HBF) National New Home Customer Satisfaction Survey – this is something that as a team we are really proud of.
We go to great measures to ensure that we are continuously exceeding our customers’ expectations with the quality of our product and the levels of service we provide. Also in our own independent customer satisfaction surveys, 95% of our customers said they would recommend us to their best friend.
What did you do before you joined Miller Homes?
I was a Customer Services Manager for another housebuilder in Leeds.
What skills or qualifications do you have?
I have 22 years’ experience within the industry which has given me the knowledge to get to where I am now. One of my skills that have developed over my time in the industry is problem solving and this has just come with experience and industry knowledge.
My main skills are communicating in an effective and professional manor with all our teams and individuals, I am naturally very much a people person and I like to think I’m quite charismatic.
The qualifications I have for my role are NVQ Level 5 Construction Management, Member of Chartered Institute of Builders, Site Managers Safety Training Scheme and IOSH Directing Safety.
What attracted you to a career with Miller Homes?
I joined 9 ½ years ago after discussions with a colleague who worked for Miller Homes while I was seeking a career move. Miller Homes had, and still has, an excellent reputation for progression of staff and being a great place to work. I have been with the Company the longest I have been at any other and this really does reinforce my comments.
What tips would you give to someone wanting to enter the industry?
Do what you say you’re going to do when you said you’re going to do it. It may sound simple but too many people don’t follow the principle. This is not only applicable to my role or team but across the business and industry. Do this simple thing and you’ll have a great career in a great industry. Finally learn from your mistakes and use the experience of your mentors to push you on to the next level.