Customer Service Advisor

Location: Cumbria

Type: Permanent

Our client is a prestigious and well‑established house builder with over 60 years' experience in the UK construction industry. Operating across the North of England, they are recognised for delivering high‑quality new build homes while placing sustainability and community impact at the heart of everything they do.

Due to continued growth, they are now seeking a Customer Relations Advisor to support the delivery of a 5‑star customer experience across the region.

As Customer Service Advisor, you will play a key role in ensuring homeowners receive a professional, efficient and customer‑focused aftercare service. Working closely with the Customer Relations Manager, build teams and customer care technicians, you will help maintain high service standards throughout the customer journey.

This is a people focused role requiring excellent communication skills, strong attention to detail and the ability to manage multiple enquiries accurately and calmly.

• Champion the customer journey, supporting the business's commitment to delivering a 5‑star customer experience
• Proactively contribute to the regional Customer Care team, promoting a quality‑led aftercare service
• Manage and administer customer complaints efficiently and professionally
• Collate accurate information to produce clear, informed and timely complaint responses
• Handle inbound customer calls and enquiries
• Manage customer care inboxes and voicemails, ensuring responses are issued within agreed SLAs
• Maintain accurate records and update systems to support effective issue resolution

• Proven experience in a customer service or customer relations role
• Excellent written and verbal communication skills
• Confident using IT systems, including Microsoft Word, Excel, Outlook and Power Point
• A collaborative team player with strong interpersonal skills
• Experience with in new build housing, NHQC and customer service environments is highly desirable

• 26 days annual leave plus bank holidays
• Discretionary bonus scheme
• Holiday buy‑back scheme
• Company pension scheme
• Private medical insurance
• Health and wellbeing membership
• Life assurance
• Share purchase plan
• High street and retail discounts
• Ongoing training and development opportunities