Job Introduction
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 Care team plays a vital role in achieving this, and we’re looking for a proactive, people‑centred Customer Service 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 Care 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 Service 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.