Oct

30

Customer Relations Manager

October 30, 2023 | Comments Off on Customer Relations Manager

Summary

Gleeson Homes have an excellent opportunity for a Customer Relations Manager, the successful candidate will be responsible for leading the regional customer relations team including CRA and Technician to deliver a 5* Customer Experience ensuring the delivery of an efficient and quality service of the highest Gleeson standards is provided for our customers and in line with the Region's business plan and future growth requirements.

Package

  • Generous holiday entitlement of 26 days per annum + bank holidays
  • Choice of company car or car allowance
  • Discretionary Bonus Scheme
  • Holiday Buy Back Scheme
  • Company Pension Scheme
  • Private Medical Insurance Scheme
  • Healthshield membership
  • Life Assurance Scheme
  • Share Purchase Plan

Main Responsibilities

  • Support the Gleeson homes continuous drive to deliver 5 * customer service by championing the customer journey and actively supporting the regional sales and build teams and the wider business to meet, if not exceed, customer expectation.
  • Support the regional Customer Care team to set appropriate daily, weekly and monthly individual and team priorities and targets that optimise the customer experience.
  • Monitor and influence site teams to ensure that all customer defects are addressed in accordance with defect warranty, and finishing standards, within the required timescales.
  • Produce all relevant Customer Care documentation and KPI reports accurately and efficiently to the relevant internal and external stakeholders.
  • Monitor and analyse customer care complaints and trends within the region, escalating these through the relevant reporting route with recommendations to ensure issues are addressed effectively and improvements can be made.
  • Responsible to updating and ensuring the regional customer care team update the relevant internal systems accordingly, in order to deliver a seamless customer care experience.
  • Conduct customer ready quality plot inspections to ensure that plots are delivered to meet 5* customer service KPIs.
  • Work in close collaboration with the regional Sales and Build teams to deliver a Customer focussed and quality first approach at all times.
  • Assist, plan and manage the Customer Care Technician's work in advance to ensure continuation of work ensuring all materials and labour required is available prior to starting works, and efficient use of resources.
  • The role will require travel all across the region, flexibility and a full UK Driving License is required

Ideal Candidate

  • Excellent customer relationship management skills within an on-line context as well as face to face setting.
  • Excellent customer service communication skills, both written and verbal, including conflict management
  • Broad experience working within a customer service role - Preferably within the house building industry
  • Strong collaborative, team working and interpersonal skills.
  • Extensive product, NHQC and Customer First knowledge
  • A working understanding of the financial implications of the methods and sequences of build.
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