Customer Relations Manager in Stockton-On-Tees

Job Introduction:

Gleeson Homes are recruiting for a Customer Relations Manager, responsible for leading the regional customer relations team, including Customer Relations Advisor and Technician to deliver a 5* customer experience, via customer-centric advise, guidance and support – ensuring the delivery of an efficient and quality service, the Gleeson Way.

This role also plays a significant part in the delivery of a quality home to our customers through the CRM inspections that are done pre-completion.

We are looking for motivational people leaders, who are able to support our Customers, our Customer Relations Advisors and Customer Care Technicians alike. A strong knowledge of New-build Homes and the Customer Care function is vital for success in the role

With a wealth of knowledge, and limitless opportunities, Gleeson Homes is truly, right where you belong.

Main Responsibilities:

At Gleeson Homes, we\’re genuinely passionate about what we do. We invest in our people and our communities, building homes, changing lives. First and foremost, we\’re looking for an ambassador of the Gleeson Brand, who works passionately, collaborative and respectfully.

As a Customer Relations Manager, you will:

• Demonstrably support the Gleeson homes continuous drive to deliver 5 * customer service by championing the customer journey
• Actively supporting the regional sales and build teams and the wider business to meet, if not exceed, customer expectation.
• Inspire and develop a collegiate regional Customer Care team capable of consistently delivering high levels of performance showing clear evidence of delivering a 5* customer service and who work to and follow clearly detailed action and development plans.
• Supporting the regional Customer Care team to set appropriate daily, weekly and monthly individual and team priorities and targets that optimise the customer experience.

The 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.
• IT literate especially in relation to Microsoft packages (Work/Excel/PowerPoint/Outlook)
• Experience working within a customer service role.
• Strong collaborative, team working and interpersonal skills.
• A working understanding of the financial implications of the methods and sequences of build.
• Extensive product, NHQC and Customer Service experience is preferable

Benefits:

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