Customer Service Advisor

Customer Service Advisor

Location: Cumbria
Type: Permanent

The Company

Our client is a prestigious and well-established housebuilder with over 60 years' experience in the UK construction industry. Operating across the North of England, they are recognised for delivering high-quality new build homes while placing sustainability and community impact at the heart of everything they do.

Due to continued growth, they are now seeking a Customer Relations Advisor to support the delivery of a 5-star customer experience across the region.

The Role

As Customer Service Advisor, you will play a key role in ensuring homeowners receive a professional, efficient and customer-focused aftercare service. Working closely with the Customer Relations Manager, build teams and customer care technicians, you will help maintain high service standards throughout the customer journey.

This is a people focused role requiring excellent communication skills, strong attention to detail and the ability to manage multiple enquiries accurately and calmly.

Key Responsibilities

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Champion the customer journey, supporting the business's commitment to delivering a 5-star customer experience
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Proactively contribute to the regional Customer Care team, promoting a quality-led aftercare service
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Manage and administer customer complaints efficiently and professionally
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Collate accurate information to produce clear, informed and timely complaint responses
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Handle inbound customer calls and enquiries
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Manage customer care inboxes and voicemails, ensuring responses are issued within agreed SLAs
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Maintain accurate records and update systems to support effective issue resolution

The Ideal Candidate

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Proven experience in a customer service or customer relations role
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Excellent written and verbal communication skills
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Confident using IT systems, including Microsoft Word, Excel, Outlook and PowerPoint
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A collaborative team player with strong interpersonal skills
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Experience within new build housing, NHQC and customer service environments is highly desirable

Benefits

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26 days annual leave plus bank holidays
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Discretionary bonus scheme
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Holiday buy-back scheme
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Company pension scheme
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Private medical insurance
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Health and wellbeing membership
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Life assurance
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Share purchase plan
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High street and retail discounts
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Ongoing training and development opportunities