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For Companies At a Glance
- Tasks: Lead a team to deliver exceptional customer experiences and resolve issues efficiently.
- Company: Join Gleeson Homes, dedicated to high-quality homes and outstanding customer journeys.
- Benefits: Competitive salary, career growth opportunities, and a chance to shape customer satisfaction.
- Why this job: Make a real impact on customer experiences and influence key decisions in the company.
- Qualifications: Strong customer relationship skills and experience in the housebuilding industry.
- Other info: High-impact role with clear pathways for future career advancement.
The predicted salary is between 36000 - 60000 £ per year.
At Gleeson Homes, we are committed to delivering high-quality homes and an exceptional customer journey. As a Customer Relations Manager, you will play a pivotal role in shaping that experience - leading the regional Customer Care team, driving operational excellence, and ensuring every customer receives the service and support they deserve.
This is a leadership role with real influence. You will work closely with Build, Sales, Commercial, and senior stakeholders to champion the customer voice, resolve issues efficiently, and continuously improve the quality of our homes and service.
What you will be doing
- Leadership & Team Development
- Lead, coach and inspire the regional Customer Care team, ensuring consistent delivery of 5-star service.
- Manage and plan the Maintenance Technician's workload to maximise first-visit resolution and customer satisfaction.
- Support colleagues across Build, Sales and Customer Care with training, guidance and customer-centric best practice.
- Customer Satisfaction & Experience
- Champion the customer journey across the region, influencing decisions to ensure customer expectations are met or exceeded.
- Build strong, transparent relationships with customers through timely communication and effective expectation management.
- Conduct pre-completion quality inspections to ensure homes meet Gleeson and NHBC 5-star standards.
- Complaint & Defect Management
- Oversee all NHQC complaints, ensuring timely administration, accurate documentation and effective resolution.
- Lead investigations into NHQC and NHBC claims, working with Legal to provide evidence and protect the business.
- Support live and closed development defect management, ensuring issues are resolved within warranty and NHQC timescales.
- Operational Excellence
- Ensure all systems (COINS, YourWatch, MyGleeson) are accurately updated to support seamless customer care.
- Produce clear, accurate KPI reports and documentation for internal and external stakeholders.
- Attend site project meetings, build/sales meetings, and professional snagging sessions to represent the customer voice.
- Identify trends, recurring issues and opportunities to 'design out' defects, feeding insights back to Technical and Commercial.
- Escalation & Issue Resolution
- Manage escalated complaints, including customer visits, to prevent further escalation and protect NHBC survey outcomes.
- Support RMD and Director-level customer visits with expert advice, documentation and policy guidance.
- Assist with NHBC resolution meetings to ensure Gleeson’s position is clearly and accurately represented.
- Continuous Improvement & Governance
- Drive NHBC survey response rates through proactive engagement and innovative approaches.
- Ensure all customer interactions and data handling comply with GDPR and company IT security requirements.
- Uphold Health & Safety standards for all customer and site interactions.
What you will bring
- Strong customer relationship management skills, both online and face-to-face.
- Excellent written and verbal communication, including confident conflict management.
- Broad customer service experience, ideally within the housebuilding industry.
- Strong collaboration and stakeholder-management skills.
- Extensive knowledge of NHQC, Customer First principles and product understanding.
- Awareness of build processes and their commercial implications.
- A proactive, solutions-focused mindset with the ability to influence and lead.
Why join us
This is a high-impact role at the heart of the customer journey. You will shape regional performance, influence cross-functional decisions, and play a key part in delivering our NHBC 5-star ambitions. As Gleeson evolves its Customer Care structure, this role offers a clear pathway into future Customer Care Manager opportunities. If you are passionate about leading people, improving processes and delivering exceptional customer outcomes, we would love to hear from you.
Customer Relations Manager in Nottingham employer: Gleeson Homes
Contact Detail:
Gleeson Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Manager in Nottingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Gleeson Homes on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Customer Relations Manager.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer experience and conflict management. We should also think of examples from our past roles that showcase our leadership and problem-solving skills.
✨Tip Number 3
Showcase our passion for customer care during the interview. We can share ideas on how to enhance the customer journey and demonstrate our understanding of NHQC standards. This will show them we’re not just a fit, but the perfect fit!
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can keep us fresh in their minds. Plus, it shows we’re proactive and genuinely interested in joining their team.
We think you need these skills to ace Customer Relations Manager in Nottingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relations Manager role. Highlight your experience in customer service and leadership, and show how you can deliver that 5-star experience we’re all about at Gleeson Homes.
Showcase Your Communication Skills: Since this role involves a lot of communication, both written and verbal, make sure your application reflects your strong communication skills. Use clear, concise language and don’t shy away from sharing examples of how you've effectively managed conflicts or built relationships.
Demonstrate Your Problem-Solving Abilities: We love a proactive mindset! In your application, share specific instances where you’ve identified issues and implemented solutions. This will show us that you’re not just about managing complaints but also about driving continuous improvement.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Gleeson Homes!
How to prepare for a job interview at Gleeson Homes
✨Know Your Customer Journey
Familiarise yourself with the customer journey at Gleeson Homes. Understand how they deliver a 5-star experience and be ready to discuss how you can contribute to enhancing that journey. Think about specific examples from your past roles where you've successfully improved customer satisfaction.
✨Showcase Leadership Skills
As a Customer Relations Manager, you'll need to lead and inspire a team. Prepare to share your leadership experiences, focusing on how you've coached teams to achieve high performance. Use concrete examples that highlight your ability to manage conflicts and drive operational excellence.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've handled complaints and resolved issues in previous roles. Think of specific situations where you turned a negative experience into a positive outcome. This will show your proactive, solutions-focused mindset, which is crucial for this role.
✨Understand the Technical Side
Brush up on your knowledge of NHQC standards and the systems mentioned in the job description, like COINS and MyGleeson. Being able to speak confidently about these tools and how they support customer care will set you apart as a candidate who is prepared and knowledgeable.
