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For Companies At a Glance
- Tasks: Support a 5* customer experience and manage customer relations efficiently.
- Company: Gleeson Homes builds homes and changes lives, investing in people and communities.
- Benefits: Enjoy 26 days holiday, bonuses, private medical insurance, and discounts.
- Why this job: Join a passionate team dedicated to exceptional customer service and community impact.
- Qualifications: Strong customer service skills, IT literacy, and experience in a customer-facing role required.
- Other info: Collaborate with various teams to ensure high service standards and customer satisfaction.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Join us in delivering a 5? customer experience
At Gleeson Homes, we\’re committed to creating exceptional homes and an exceptional journey for every customer. Our Customer Care team plays a vital role in achieving this, and we\’re looking for a proactive, people‑centred Customer Relations Advisor to help us deliver a consistently outstanding aftercare experience across the region.
If you\’re passionate about customer service, thrive in a fast‑paced environment, and enjoy working collaboratively to solve problems, this is a fantastic opportunity to make a real impact.
What You\’ll Be Doing
You\’ll be the friendly, knowledgeable first point of contact for our customers, supporting them throughout their post‑completion journey and ensuring their experience reflects our 5? standards. Your responsibilities will include:
Customer Experience & Communication
- Acting as a brand ambassador for Gleeson Homes, promoting our values and delivering a warm, professional service.
- Managing inbound calls, emails, and enquiries, ensuring all responses meet agreed SLAs.
- Conducting post‑completion courtesy calls to understand customer experience and encourage NHQC survey engagement.
Complaint & Case Management
- Administering and coordinating regional complaints in line with the New Homes Quality Code.
- Gathering accurate information from Build, Sales, and other teams to support detailed, compliant responses.
- Monitoring complaint progress and providing updates in weekly regional meetings, escalating concerns when needed.
Operational Support
- Maintaining Customer Journey Trackers and complaints logs to support effective weekly meetings.
- Triaging customer‑reported defects via My Gleeson and ensuring Build teams receive clear, accurate information.
- Supporting closed developments with defect management and Maintenance Technician scheduling.
- Assisting other regions during periods of absence to ensure continuity of service.
Collaboration & Insight
- Working closely with Build, Sales, and Customer Care Technicians to deliver efficient aftercare.
- Providing insight and feedback to help improve customer satisfaction and NHBC \”Service After\” scores.
- Supporting colleagues with customer queries and helping shape appropriate responses.
Compliance & Standards
- Ensuring all communication and data handling meets GDPR and company IT security requirements.
- Upholding Health & Safety standards for all customer and site interactions.
- Taking responsibility for the professional use and security of company equipment.
What You\’ll Bring
- Strong customer relationship skills, both online and face‑to‑face.
- Excellent written and verbal communication.
- Confident IT skills, especially Microsoft Office.
- Experience in a customer service environment.
- A collaborative mindset and the ability to work effectively with multiple teams.
- Understanding of build processes and their customer impact (desirable).
- Knowledge of NHQC and customer service within the housing sector (advantageous).
Why join us
This role offers the chance to shape the customer experience at a critical stage of the journey. You\’ll be part of a supportive regional team, with opportunities to grow your skills and progress into a Customer Relations Manager role as you develop.
If you\’re motivated by helping people, solving problems, and delivering service you can be proud of, we\’d love to hear from you.
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Customer Relations Advisor employer: Mediaweb Group
Contact Detail:
Mediaweb Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Advisor
✨Tip Number 1
Familiarise yourself with the Gleeson Homes brand and their commitment to customer service. Understanding their values and mission will help you align your responses during interviews, showcasing that you're a perfect fit for their team.
✨Tip Number 2
Prepare examples from your past experiences where you've successfully handled customer complaints or provided exceptional service. Being able to share specific instances will demonstrate your capability to meet the high standards expected in this role.
✨Tip Number 3
Brush up on your IT skills, particularly with Microsoft Office applications. Since the role requires accurate administrative tasks, being proficient in these tools will give you an edge and show that you're ready to hit the ground running.
✨Tip Number 4
Network with current or former employees of Gleeson Homes if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and stand out as a candidate.
We think you need these skills to ace Customer Relations Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and skills relevant to the role of a Customer Relations Advisor. Use specific examples that demonstrate your ability to deliver excellent customer experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Gleeson Homes' commitment to a 5* customer experience. Mention how your values align with theirs and provide examples of how you've successfully managed customer relationships in the past.
Highlight Relevant Skills: In your application, emphasise your IT literacy, particularly with Microsoft Office packages, and your strong communication skills. These are crucial for the role, so make sure they stand out.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the Customer Relations Advisor position.
How to prepare for a job interview at Mediaweb Group
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering exceptional customer experiences. Share specific examples from your past roles where you went above and beyond to help a customer, as this aligns perfectly with the values of Gleeson Homes.
✨Demonstrate Attention to Detail
Since the role requires a keen eye for detail, prepare to discuss how you manage administrative tasks accurately. Bring examples of how you've successfully handled documentation or complaint management in previous positions.
✨Highlight Team Collaboration Skills
Gleeson Homes values teamwork, so be ready to talk about your experience working collaboratively with others. Share instances where you worked with different departments to achieve a common goal, showcasing your interpersonal skills.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, especially regarding customer complaints. Think of scenarios where you effectively resolved issues and how you ensured customer satisfaction, as this will demonstrate your capability to handle challenges in the role.