Customer Service Advisor

Customer Service Advisor
Penrith / Hybrid
£33,100 + package
Full time, permanent

Our client is committed to creating exceptional homes—and an exceptional journey for every customer. Their Customer Service team is central to that mission, and they are looking for a proactive, people-focused Customer Services Advisor to help deliver a consistently outstanding aftercare experience across the region.

If you’re passionate about customer service, thrive in a fast-paced environment, and enjoy working collaboratively to solve problems, this is a fantastic opportunity to make a real impact.

About the Role

You’ll be the friendly, knowledgeable first point of contact for customers, supporting them throughout their post-completion journey and ensuring their experience reflects 5? standards.

Key Responsibilities

Customer Experience & Communication

• Act as a brand ambassador, delivering a warm, professional service at all times
• Manage inbound calls, emails, and enquiries in line with agreed service levels
• Carry out post-completion courtesy calls to gather feedback and encourage customer survey participation

Complaint & Case Management

• Coordinate and administer complaints in line with the New Homes Quality Code
• Liaise with internal teams to gather accurate information and support detailed responses
• Track complaint progress, provide updates in regional meetings, and escalate where necessary

Operational Support

• Maintain customer journey trackers and complaint logs
• Triage customer-reported defects and ensure clear communication with Build teams
• Support defect management on completed developments, including scheduling maintenance
• Provide cross-regional support when required to maintain service continuity

Collaboration & Insight

• Work closely with Build, Sales, and Customer Service teams to deliver efficient aftercare
• Share feedback and insights to improve customer satisfaction and service performance
• Support colleagues with queries and contribute to consistent, high-quality responses

Compliance & Standards

• Ensure all communications and data handling meet GDPR and IT security requirements
• Uphold Health & Safety standards in all customer and site interactions
• Take responsibility for the appropriate use of company equipment

About You

• Strong customer relationship skills, both over the phone and in person
• Excellent written and verbal communication
• Confident using Microsoft Office and general IT systems
• Experience in a customer service role
• A collaborative mindset and ability to work across multiple teams

Desirable:

• Understanding of build processes and their impact on customers
• Knowledge of the New Homes Quality Code or housing sector customer service

Why Join?

This is an opportunity to shape the customer experience at a key stage of the journey. You’ll be part of a supportive regional team, with the chance to develop your skills and progress into a Customer Services Manager role over time.

If you’re motivated by helping people, solving problems, and delivering service you can be proud of, we’d love to hear from you