Head of Customer Relations

Summary

The role of Head of Customer Relations is responsible for leading the Customer First culture across Gleeson. This role interacts with multiple disciplines while predominantly leading a cohesive, strong and disciplined Customer Care team within each region.

This role leads the regional teams via ongoing analysis and solution building, providing tailored recommendations along with advice and guidance relating to skills development and training for the team members.

The aim is to support a function that is efficient and able to provide a high-quality customer experience in accordance with Gleeson standards, meeting KPIs in line with the Region's business plans and future growth requirements.

Main Responsibilities

• Effectively lead the Gleeson Homes continuous drive to deliver 5* Customer Service by championing the customer journey, 5* customer journey, 5* Every time culture. Supporting the Regional Customer Care teams and all areas of the wider business to meet, if not exceed, customer expectations, setting standards and providing support.
• To positively drive and lead on all central NHQC initiatives, engaging with departments across the business but predominantly helping to ensure that all relevant departments work in line with NHQC guidance, are equipped with the knowledge, tools, and leadership to deliver.
• Supporting regional Customer Care teams with driving KPI's that deliver positive In House/HBF Survey scores across the business, supporting, assisting, and guiding from a central leadership perspective of the discipline.
• Work in close collaboration with all disciplines across the business including Regional and Divisional Managing Directors to ensure that departments have an entirely joined up and collaborative approach to managing the customer journey resulting in the highest customer experience possible.
• Proactively leading the creation of Central Customer Care communication content, whilst working in collaboration with the wider Customer Care function to create appropriate and relevant content in line with current themes/trends to be released in the customer care newsletter and distributed accordingly.
• Collaborate with internal departments such as Sales, Build, L&D in support of training and development solutions when required. Supporting, training and coaching internal stakeholders in relation to Customer Care systems, communication style and writing, and effectively managing customer complaints to deliver a consistent approach across all regions.
• Collating data and providing analysis for the management and provision of monthly inspection reports for board reporting, tactical future planning of initiatives and processes.

The Ideal Candidate

* Excellent customer relationship management skills within an on-line context as well as face to face setting.

* Excellent coaching, mentoring and training skills to work closely with all regional Customer Care teams to drive a consistent, efficient and effective service delivery across all regions.

* Excellent customer service communication skills, both written and verbal.

* Extensive 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 First knowledge

* Strong data gathering and analysis skills

* Excellent ability to transfer analysis into appropriate recommendations and written reports.

* Leading an established Customer Care function with flexibility and empathy for CRM's CRA's and Maintenance Technicians.

* Confident in presenting to an audience