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Customer Relations Manager

November 11, 2022 | Comments Off on Customer Relations Manager

Summary

Gleeson Homes are seeking customer focused individuals with strengths in problem solving, negotiation and exemplary communication skills to fulfil our brand new role of Customer Relations Manager. We are looking for individuals capable of combining strong self-management, administrative skills and support for our customers all whilst taking a proactive approach to providing solutions for our customers' queries.

In this role you will have a strong background working in a customer focussed environment and delivering high levels of customer service. Experience working within a high volume house builder is desirable.

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

  • To drive and establish an excellent customer journey and after sales experience for our customers
  • Build strong relationships with our customers both internal and external promoting open and honest communications
  • To drive 'recommend a friend' and NPS survey scores
  • Provide support to your allocated areas offices
  • Update customers and manage expectations in respect of product specification, warranties and completion processes
  • Work with our Sales and Build Teams to deliver "quality first" in all homes
  • Ensure all defects are addressed in accordance with defect warranty and the NHBC benchmark and finishing standards, within required timescales
  • Plan and manage the work of the Customer Care Technician in advance to ensure continuation of work ensuring all materials and labour required is available prior to starting works
  • Complete customer ready quality inspections of plots with a pass or fail
  • Produce all relevant documentation relating to Customer Care accurately and efficiently
  • Responsible for updating the system in a timely and efficient manner to ensure accuracy of our customer database
  • Report on trends across the business to ensure we address issues effectively using a 'right first time' approach

Ideal Candidate

  • Experience working within a customer service role (required)
  • Experience working within a high volume housebuilder (desired)
  • Strong leadership and management skills
  • Experience using COINS (desired)
  • Customer focused
  • Able to work in a dedicated team
  • Excellent written and verbal communication skills
  • Excellent time management
  • Full UK driving licence
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