Customer Care Coordinator

Job Introduction

Gleeson have an exciting opportunity for an experienced customer service professional to join our rapidly growing customer care team. Here at Gleeson we have an internally developed system entitled ‘My Gleeson’ and as Coordinator 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 analysis, reporting and direct customer contact.

Role Responsibility

• Action and issuing of all Customer Care defects received through the My Gleeson system, maintaining service level agreements
• Ensuring all My Gleeson actions are completed daily
• Monitoring and responding to all 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
• Weekly update on site management lists
• Produce monthly KPI reports for each region (when necessary)
• Analysing the common trends in defects
• Providing support to regional area offices in respect of customer queries
• Contacting customers 2, 4 and 6 weeks post legal completion to understand their journey and experience
• Positioning a recommend or non-recommend in line with customer’s feedback and distributing this information to area offices
• Assisting and supporting the Customer Relations Manager with defects on all closed developments and phases

The Ideal Candidate

• 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

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
• The opportunity to join our Share Purchase Plan upon completion of a year working with Gleeson

Why Gleeson?

Gleeson is the best housebuilder in the UK, we are changing lives by building affordable, high quality homes where they are needed for the people who need them the most. At £130k our average selling price is half that of other housebuilders and this is what sets Gleeson out from the rest. We achieve this by working collaboratively, employing passionate individuals and are respectful to all our employees, customers and subcontractors.  

Gleeson is a listed PLC valued at over £0.5 billion with a share price growing 14% pa over the last five years and is the most highly rated housebuilder on the stock market. Gleeson is a highly profitable business with ambitious growth plans and is poised to continue growing at a rapid pace. Dynamically led by the strongest management team in the sector Gleeson are delivering high margins, higher growth and have the cash resources to continue growing. To support this growth we are looking for ambitious, results driven individuals with a desire for progression to join our ever expanding team.

As an employee of Gleeson you will not just be an employee but a member of the Gleeson family, a collaborative team that treats each other with respect. Here at Gleeson we are passionate about developing and supporting our employees to work to the best of their potential and encourage progression from within.

Gleeson Homes