Customer Services 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 Service team plays a vital role in achieving this, and we're looking for a proactive, people-centred Customer Services 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.

What you'll be doing 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:
Customer Experience & Communication 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. Complaint & Case Management 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. Operational Support 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. Collaboration & Insight Working closely with Build, Sales, and Customer Service 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. Compliance & Standards 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. What you'll bring 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). Why join us

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 Services 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.