Customer Services Advisor

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.