Join us in delivering a 5-star 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.
Responsibilities
Customer Experience & Communication
- Act as a brand ambassador for Gleeson Homes, promoting our values and delivering a warm, professional service.
- Manage inbound calls, emails, and enquiries, ensuring all responses meet agreed SLAs.
- Conduct post‑completion courtesy calls to understand customer experience and encourage NHQC survey engagement.
Complaint & Case Management
- Administer and coordinate regional complaints in line with the New Homes Quality Code.
- Gather accurate information from Build, Sales, and other teams to support detailed, compliant responses.
- Monitor complaint progress and provide updates in weekly regional meetings, escalating concerns when needed.
Operational Support
- Maintain Customer Journey Trackers and complaints logs to support effective weekly meetings.
- Triage customer‑reported defects via My Gleeson and ensure Build teams receive clear, accurate information.
- Support closed developments with defect management and Maintenance Technician scheduling.
- Assist other regions during periods of absence to ensure continuity of service.
Collaboration & Insight
- Work closely with Build, Sales, and Customer Service Technicians to deliver efficient aftercare.
- Provide insight and feedback to help improve customer satisfaction and NHBC Service After scores.
- Support colleagues with customer queries and help shape appropriate responses.
Compliance & Standards
- Ensure all communication and data handling meets GDPR and company IT security requirements.
- Uphold health & safety standards for all customer and site interactions.
- Take 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.
- Confidence in IT skills, especially Microsoft Office.
- Experience in a customer service environment.
- A collaborative mindset and 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.
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