Customer Relations Advisor

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

Job summary

A reputable construction company in the United Kingdom is seeking a Customer Relations Advisor to enhance customer experience and manage regional complaints. This role requires excellent communication, teamwork, and IT skills with a strong focus on providing a 5* customer service. The ideal candidate must have experience in a customer-service environment and a collaborative approach to problem-solving.

Benefits

Generous holiday entitlement of 26 days per annum + bank holidays

Discretionary Bonus Scheme

Pension Scheme

Private Medical Insurance

Development opportunities

Qualifications

• Experience in a customer-service role.
• Strong collaboration and interpersonal skills.
• A working understanding of financial implications in building.

Responsibilities

• Support 5* customer service by championing the customer journey.
• Manage regional complaints to ensure customer satisfaction.
• Respond to inquiries within SLA, manage Customer Care inbox.

Skills

Customer relationship management skills

Communication skills

IT literacy

Teamwork skills

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

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 to enable the team to carry out the correct action.

You’ll work alongside the Customer Relations Manager, Build colleagues, and Customer Care Technician to ensure the delivery of an efficient and quality‑led after‑care service that 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 and changing lives. First and foremost, we’re looking for an ambassador of the Gleeson Brand who works passionately, collaboratively and respectfully.

As a Customer Relations Advisor, You Will

• Demonstrably support the Gleeson Homes continuous drive to deliver 5* customer service by championing the customer journey.
• Actively support the regional sales, build and wider business teams to meet, if not exceed, customer expectations.
• 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 efficiently and timely, ensuring customer satisfaction and compliance with 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 SLA’s, including the management of 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 settings.
• 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.