Customer Relations Advisor

Mediaweb Group; Hessle; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading homebuilder in England is seeking a Customer Relations Advisor to ensure 5* customer experiences. The role involves managing customer complaints, supporting sales teams, and handling inquiries effectively. Ideal candidates will possess excellent customer management skills and IT literacy. Benefits include generous holiday entitlement, a bonus scheme, and private medical insurance. This position offers opportunities for professional development, making it a rewarding career in customer service.

Benefits

Generous holiday entitlement of 26 days per annum + bank holidays

Discretionary Bonus Scheme

Private Medical Insurance Scheme

Company Pension Scheme

Development Opportunities

Qualifications

• Excellent customer relationship management skills in both online and face-to-face settings.
• Strong communication skills, both written and verbal.
• Experience in a customer service role is required.

Responsibilities

• Support the delivery of a 5* customer experience.
• Manage regional complaints efficiently ensuring customer satisfaction.
• Answer inbound customer calls and manage enquiries within SLAs.

Skills

Customer relationship management

Customer service communication

IT literacy (Word/Excel/PowerPoint/Outlook)

Collaborative team working

Interpersonal skills

Job description

Job Introduction

Gleeson Homes are recruiting for a Customer Relations Advisor, responsible for supporting the delivery of a 5* Customer Experience in the region. We're looking for people first champions, who strive to deliver the best customer experience, first time, every time. The role also requires a keen eye for detail and the ability to complete administrative tasks accurately, recording key information, enabling the team to carry out the correct action.

You will work alongside the Customer Relations Manager, Build colleagues, and Customer Care Technician to ensure the delivery of an efficient and quality led aftercare service which meets both the customers and Gleeson's high service standards.

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 are looking for an ambassador of the Gleeson Brand, who works passionately, collaboratively and respectfully.

As a Customer Relations Advisor, You Will

• Demonstratively 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 or exceed customer expectation
• Be a proactive member of the regional Customer Care team promoting and providing a 5* customer service level within the regional operational area.

Unfortunately, no one is perfect in the world of new build homes and mistakes do happen. On these occasions you will administer and manage all regional complaints in an efficient and timely manner, ensuring customer satisfaction and compliance to the New Homes Quality Code/Consumer Code at all times. You'll work in collaboration with the regional team to collate the appropriate information to provide an informed, accurate and detailed response to all customer complaints.

Other Duties Required Within The Role Are

• Answering inbound customer calls
• Ensuring all enquiries are responded to in line with SLAs, including the management of all voicemail messages and efficient management of the Customer Care email inbox.

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
• 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