Customer Service Advisor

Job Title: Customer Service Advisor

Location: Penrith (office-based with hybrid working available)

About the Role:

An established and growing housebuilder is seeking a Customer Relations Advisor to join their regional Customer Care team in Cumbria. This role plays a key part in delivering a 5-star customer experience, supporting homeowners throughout the aftercare journey and ensuring all enquiries and issues are handled professionally, efficiently, and in line with industry standards.

Working closely with the Customer Care Manager, build teams, and technicians, you’ll help maintain high service levels while championing the customer at every stage.

Key Responsibilities:

• Champion the end-to-end customer journey, ensuring a consistently high standard of service
• Support regional sales and construction teams to meet and exceed customer expectations
• Act as a proactive member of the Customer Care team, promoting a customer-first culture
• Manage and administer customer complaints in a timely and compliant manner, in line with the New Homes Quality Code / Consumer Code
• Liaise with internal teams to gather accurate information and provide clear, informed responses
• Handle inbound customer calls and email enquiries professionally
• Manage the Customer Care inbox and voicemail system, ensuring all enquiries are responded to within agreed SLAs
• Maintain accurate records and complete administrative tasks with a high level of attention to detail

The Ideal Candidate:

• Proven experience in a customer service or customer-facing role
• Excellent written and verbal communication skills
• Strong relationship management skills across phone, email, and face-to-face interactions
• Highly organised with strong attention to detail
• Confident working collaboratively within a team environment
• IT-literate, with good working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook
• Understanding of build processes and customer care within construction or housing is advantageous
• Experience with NHQC / New Homes Quality Code is desirable but not essential

Working Hours & Flexibility:

• Monday – Thursday: 8:30am – 5:00pm
• Friday: 8:30am – 4:00pm
• Hybrid working: Up to 2 days per week working from home once training is completed

Salary & Benefits:

• Salary: Up to £32,000 DOE
• Bonus: Up to 15% discretionary bonus
• Holidays: 26 days annual leave + bank holidays (option to buy up to 5 additional days)

Benefits include:

• Company pension scheme
• Private medical insurance
• Life assurance
• Health & wellbeing support
• Share purchase plan
• High street & retail discounts
• Ongoing training and development opportunities

Career Progression:

This role offers clear progression opportunities into Customer Care Manager positions, as well as potential lateral movement into other areas of the business.

To find out more about this exciting position please contact:

Mobile: 07720 160978

Email: lucy.wainwright@foresiterecruitment.co.uk

Lucy Wainwright | Associate Director

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About Us: Based in Bridgend, South Wales, Foresite Recruitment provides forward-thinking, dynamic, and tailored recruitment solutions to construction companies, developers, and housebuilders nationwide. Our team is driven by a desire to make the recruitment life cycle as hassle-free as possible. We pride ourselves on the service and experience we provide, working with the best candidates and clients from across the UK. We are an equal opportunities employer and value diversity and inclusion. We will provide reasonable support to disabled applicants throughout the recruitment process. If you require any adjustments to attend/ perform in the interview, please do not hesitate to let us know.