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For Companies At a Glance
- Tasks: Lead a team to enhance customer experiences and resolve issues efficiently.
- Company: Gleeson Homes, dedicated to high-quality homes and exceptional customer journeys.
- Benefits: Competitive salary, career progression, and the chance to shape customer satisfaction.
- Why this job: Make a real impact on customer experiences and drive operational excellence.
- Qualifications: Strong customer relationship skills and experience in the housebuilding industry.
- Other info: Opportunity for growth into future Customer Care Manager roles.
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’ll 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’ll 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.
- Aware 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: Mediaweb Group
Contact Detail:
Mediaweb Group 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 people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your communication skills! As a Customer Relations Manager, you'll need to convey your ideas clearly and handle conflicts effectively. Role-play common interview scenarios with a friend to sharpen your responses.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and contributing to our mission of delivering exceptional customer experiences.
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 relevant experience in customer service and leadership, and show us how you can champion the customer voice at Gleeson Homes.
Showcase Your Communication Skills: Since excellent written and verbal communication is key for this role, use your application to demonstrate these skills. Keep your language clear and professional, and don’t shy away from sharing examples of how you've effectively managed conflicts or communicated with stakeholders.
Highlight Your Problem-Solving Abilities: We want to see how you tackle challenges! Include specific instances where you've resolved customer complaints or improved processes. This will show us your proactive, solutions-focused mindset that’s essential for the role.
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 us you’re keen on joining the Gleeson team!
How to prepare for a job interview at Mediaweb Group
✨Know the Company Inside Out
Before your interview, make sure you research Gleeson Homes thoroughly. Understand their values, mission, and recent projects. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Relations Manager, you'll be leading a team. Prepare examples of how you've successfully led teams in the past, focusing on coaching, inspiring, and achieving results. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Customer-Centric Thinking
Be ready to discuss how you’ve championed customer experiences in previous roles. Think of specific instances where you resolved complaints or improved service delivery. Highlight your proactive approach to ensuring customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, such as managing escalated complaints or conducting quality inspections. Practice articulating your thought process and decision-making skills in these scenarios to demonstrate your expertise.
