Customer Relations Advisor

Join us in delivering a 5? customer experience. At Gleeson Homes, we're committed to creating exceptional homes and an exceptional journey for every customer. Our Customer Care team plays a vital role in achieving this, and we're looking for a proactive, people-centred Customer Relations Advisor to help us 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.

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

• Acting as a brand ambassador for Gleeson Homes, promoting our values and delivering a warm, professional service.
• Managing inbound calls, emails, and enquiries, ensuring all responses meet agreed SLAs.
• Conducting post-completion courtesy calls to understand customer experience and encourage NHQC survey engagement.

• Administering and coordinating regional complaints in line with the New Homes Quality Code.
• Gathering accurate information from Build, Sales, and other teams to support detailed, compliant responses.
• Monitoring complaint progress and providing updates in weekly regional meetings, escalating concerns when needed.

• Maintaining Customer Journey Trackers and complaints logs to support effective weekly meetings.
• Triaging customer-reported defects via My Gleeson and ensuring Build teams receive clear, accurate information.
• Supporting closed developments with defect management and Maintenance Technician scheduling.
• Assisting other regions during periods of absence to ensure continuity of service.

• Working closely with Build, Sales, and Customer Care Technicians to deliver efficient aftercare.
• Providing insight and feedback to help improve customer satisfaction and NHBC "Service After" scores.
• Supporting colleagues with customer queries and helping shape appropriate responses.

• Ensuring all communication and data handling meets GDPR and company IT security requirements.
• Upholding Health & Safety standards for all customer and site interactions.
• Taking responsibility for the professional use and security of company equipment.

• Strong customer relationship skills, both online and face-to-face.
• Excellent written and verbal communication.
• Confident IT skills, especially Microsoft Office.
• Experience in a customer service environment.
• A collaborative mindset and the ability to work effectively with multiple teams.
• Understanding of build processes and their customer impact (desirable).
• Knowledge of NHQC and customer service within the housing sector (advantageous).

This role offers the chance to shape the customer experience at a critical stage of the journey. You ll be part of a supportive regional team, with opportunities to grow your skills and progress into a Customer Relations Manager role as you develop.

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