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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 advice, 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.
Main Responsibilities:
* Demonstrably support the Gleeson homes continuous drive to deliver 5* customer service by championing the customer journey.
* Actively support the regional sales and build teams and the wider business to meet, if not exceed, customer expectations.
* 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.
* Support 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 online 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 (Word/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.
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