Customer Service Advisor

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.

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 first point of contact for all customer enquiries and concerns at Oval Village, delivering a responsive and positive experience.
• Coordinating 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.
• Communicating clearly and professionally with customers via email, text, and phone, ensuring updates are timely, accurate, and easy to understand.
• Preparing defect notices, work orders, and contracts for required labour and materials, ensuring all resources and deliveries are in place for scheduled works.
• Supporting the Customer Service Manager on designated sites and working flexibly across development locations and head office as required.
• Building and maintaining a working knowledge of development specifications, including key mechanical and electrical systems, to support effective issue resolution.
• Adhering to health and safety requirements, following the company’s safety process map and reviewing RAMS documentation where appropriate.
• Maintaining complete, accurate, and up-to-date records in C360 in line with Customer Service procedures.
• Carrying out general office administration to support smooth departmental operations, including handling invoices and managing contracts.
• Providing operational phone and email cover for colleagues during periods of absence to ensure continuity of service.
• Always representing 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 elevate 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 default 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.