Customer Relations Advisor

4 months ago

Rochdale, United Kingdom Gleeson Homes Full time

Job Introduction
We have an exciting opportunity for an experienced customer service professional who is driven to provide a positive and 5* Customer experience to join our Customer Care team within the **Greater Manchester region.**

This role is responsible for delivering the best customer experience through customer-centric communication, advice, support and guidance, whilst working closely with the regional customer care team to deliver support and service in a timely manner. To deliver a timely customer experience, we have an internally developed system called ‘My Gleeson’ it will be your responsibility to ensure that all activity on the system is processed and actioned within a proactive manor. As well as full responsibility for the My Gleeson system, this role is varied with the responsibility for analysis, reporting and direct customer contact, ensuring the delivery of an efficient and quality led service that meets the Gleeson customer service standards.

Main Responsibilities
- Direct Line Management to Regional Customer Relations Manager
- Effectively manage all Regional complaints, ensuring compliance to New Homes Quality Code at all times
- Facilitate all complaint responses ensuring all information is provided by the Regional team.
- Provide detailed report on all complaints and their status in weekly meetings
- Action and issuing of all Customer Care defects received through the My Gleeson system, maintaining service level agreements
- Weekly status checks on all outstanding defects on My Gleeson plus jobs on hold.
- Ensuring all My Gleeson actions are completed daily
- Monitoring and responding to all Regional Customer Care and Customer Service mailbox queries within agreed timescales
- Sourcing and identifying customers plot and development information plus investigation history on all current and previously reported matters
- Full administration and weekly updates of the ‘Your Watch’ database
- Monthly reports on My Gleeson system when required
- Produce monthly KPI reports for Region
- Providing support to regional area offices in respect of customer queries
- Contacting customers post legal completion to understand their journey and experience, providing feedback to the Regional teams, ensuring CF is driven throughout
- Positioning a recommend or non-recommend in line with customer’s feedback and distributing this information to area offices
- Essential in complaints handling and formal complaint response writing
- Experience working within a customer service role (essential)
- Experience working in a housebuilding company within a customer care role (preferred)
- Team Player with excellent customer service, communication and interpersonal skills
- Professional telephone manner
- Strong written and verbal communication skills with focused attention to detail
- Sound time management and organisational skills with the ability to multi-task and manage time effectively to meet deadlines
- Flexible and adaptable
- Reliable

Why Gleeson?

Package Description
- 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

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