Regional Customer Service Leader

Gleeson Homes; Wynyard; Sur place; GBP 60 000 - 90 000; Plein temps

Résumé du poste

Gleeson Homes is seeking a Customer Service Manager to lead the regional team and shape the customer journey across our developments. You will drive operational excellence, resolve issues efficiently, and champion the customer voice across Build, Sales and Commercial teams.

In this leadership role, you will ensure quality inspections, manage complaints and support continuous improvement initiatives, with a focus on NHBC standards and GDPR compliance.

Qualifications

• Experience leading customer service teams in housing/building environment preferred.
• Strong collaboration and stakeholder management skills.
• Knowledge of NHQC/NHBC processes and standards.
• Experience with GDPR and data handling requirements.

Responsabilités

• Lead and develop the regional Customer Service team to consistently deliver 5-star service.
• Coordinate Maintenance workload to maximise first-visit resolution and customer satisfaction.
• Provide training, guidance and best-practice support across Build, Sales and Customer Service.
• Champion the customer journey, manage expectations, and communicate promptly with customers.
• Oversee NHQC/NHBC complaints, ensuring timely documentation and effective resolution.
• Investigate NHBC/NHQC claims with Legal to support the business.
• Maintain up-to-date information in COINS, YourWatch and MyGleeson for seamless care.
• Produce KPI reports for internal and external stakeholders and represent the customer voice at meetings.

Connaissances

Customer relationship management

Leadership

Stakeholder management

NHBC knowledge

Data privacy (GDPR)

Outils

COINS

YourWatch

MyGleeson

Description du poste

Gleeson Homes is seeking a Customer Service Manager to lead the regional team and shape the customer journey across our developments. You will drive operational excellence, resolve issues efficiently, and champion the customer voice across Build, Sales and Commercial teams.

In this leadership role, you will ensure quality inspections, manage complaints and support continuous improvement initiatives, with a focus on NHBC standards and GDPR compliance.