Customer Service Advisor

Customer Service Advisor

Application Deadline: 1 May 2026

Department: Customer Services

Employment Type: Permanent

Location: Oval, London

Description

Berkeley Group builds homes and neighbourhoods across London, Birmingham and the South of England. We specialise in brownfield regeneration, reviving underused land to create unique, sustainable and nature-rich places where communities thrive and people of all ages and backgrounds can enjoy a great quality of life.

Berkeley St Edward London is a key part of the Berkeley Group, and we deliver projects under both the Berkeley and St Edward brands. St Edward is a Joint Venture with M&G Investments.

Our central London projects include 9 Millbank, West End Gate and Trillium in Marylebone, Oval Village, and Parkside at Chelsea Bridge. The Outer London projects include Eden Grove in Staines and The Exchange Watford, Syon Lane in Osterley and North Street in Guildford.

The role

The Customer Service Advisor is responsible for delivering and coordinating a high-quality aftercare service for residents at Oval Village. From legal completion through the two-year warranty period and beyond, the role ensures that all customer enquiries, defects, and service requests are managed efficiently, professionally, and with a strong focus on customer satisfaction. This includes acting as the primary point of contact for residents, coordinating sub-contractors, managing customer communication, and supporting the wider Customer Service team to uphold Berkeley Homes' standards of excellence.

• Act as the first point of contact for all customer enquiries and concerns at Oval Village, delivering a responsive and positive experience.
• Coordinate with sub-contractors and internal teams to arrange inspections and remedial works, including full diary management and post-visit follow-up to determine next steps.
• Communicate clearly and professionally with customers via email, text, and phone, ensuring updates are timely, accurate, and easy to understand.
• Prepare defect notices, work orders, and contracts for required labour and materials, ensuring all resources and deliveries are in place for scheduled works.
• Support the Customer Service Manager on designated sites and work flexibly across development locations and head office as required.
• Build and maintain a working knowledge of development specifications, including key mechanical and electrical systems, to support effective issue resolution.
• Adhere to health and safety requirements, following the company's safety process map and reviewing RAMS documentation where appropriate.
• Maintain complete, accurate, and up-to-date records in C360 in line with Customer Service procedures.
• Carry out general office administration to support smooth departmental operations, including handling invoices and managing contracts.
• Provide operational phone and email cover for colleagues during periods of absence to ensure continuity of service.
• Always represent Berkeley Homes with professionalism, consistently delivering exceptional customer service and upholding brand standards.

Experience required

• Experience in an administrative role, ideally within property, housing or construction.
• Strong attention to detail, ensuring accuracy in communication, scheduling, and record-keeping.
• Excellent written and verbal communication skills, with the ability to explain technical or complex issues in simple, customer-friendly language.
• Effective time management, with the ability to prioritise competing tasks in a fast-paced environment.
• Ability to multitask, managing emails, calls, scheduling, and contractor coordination simultaneously.
• Experience using CRM systems (experience with C360 desirable) for logging cases, updating customer information, and tracking tasks.
• Confident handling inbound and outbound customer calls, including managing difficult conversations with professionalism and empathy.
• Strong organisational and diary-management skills, including scheduling sub-contractor visits and coordinating multiple trades.
• Problem solving mindset, able to assess visit outcomes, identify next steps, and escalate appropriately.
• Ability to build positive working relationships with contractors, internal teams, and customers.
• A proactive approach, taking ownership of tasks and following issues through to resolution.
• Good IT literacy, including MS Office (Outlook, Word, Excel) and digital communication platforms.

Why join us?

• 25 days annual leave, increasing with service to 33 days.
• Health and wellbeing benefits including Private Medical Insurance.
• Lifestyle benefits including access to an online discount platform.
• Berkeley Foundation volunteer day.
• Private pension plan.
• Group life assurance.

The standard full-time working hours in the office are 8am-5pm with core working hours 9am-4pm.

Internal applicants: If you're an internal applicant, please ensure you've informed your line manager of your intention to apply for this position.