At a Glance
- Tasks: Deliver a 5-star customer experience and manage customer enquiries.
- Company: Gleeson Homes, dedicated to exceptional homes and customer journeys.
- Benefits: Supportive team environment with growth opportunities and skill development.
- Other info: Collaborative role with potential to progress into management.
- Why this job: Make a real impact on customer satisfaction and be a brand ambassador.
- Qualifications: Strong customer relationship skills and experience in a customer service environment.
The predicted salary is between 30000 - 40000 £ per year.
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.
Customer Services Advisor in Penrith employer: Gleeson
At Gleeson Homes, we pride ourselves on fostering a collaborative and supportive work culture that empowers our employees to excel in their roles. As a Customer Services Advisor, you will not only play a crucial part in enhancing customer satisfaction but also have access to professional development opportunities that can lead to career advancement within the company. Located in a vibrant region, our team enjoys a dynamic environment where every contribution is valued, making it an excellent place for those passionate about delivering exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Advisor in Penrith
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Gleeson Homes. Understand their values and what makes them tick. This way, you can show how your passion for customer service aligns with their mission.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering a top-notch customer experience, make sure you can articulate your thoughts clearly. Try role-playing common customer scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve turned a negative customer interaction into a positive one. This will demonstrate your proactive approach and ability to collaborate effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds.
We think you need these skills to ace Customer Services Advisor in Penrith
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for customer service shine through. Share specific examples of how you've gone above and beyond to help customers in the past. We want to see that you genuinely care about creating a fantastic experience!
Tailor Your Application:Make sure to customise your application to reflect the job description. Highlight your relevant skills and experiences that align with the role of a Customer Services Advisor. This shows us that you’ve done your homework and are serious about joining our team.
Keep It Clear and Professional:While we love a friendly tone, it’s important to maintain professionalism in your written application. Use clear language, check your spelling and grammar, and structure your application logically. This helps us see your attention to detail right from the start!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and you’ll be on your way to joining us!
How to prepare for a job interview at Gleeson
✨Know the Company Inside Out
Before your interview, take some time to research Gleeson Homes. Understand their values, mission, and what sets them apart in the housing sector. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences that highlight your customer service skills. Think about times when you went above and beyond for a customer or successfully resolved a complaint. This will demonstrate your proactive approach and ability to deliver a 5-star experience.
✨Practice Your Communication Style
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend or family member to get comfortable with discussing your experiences and answering common interview questions.
✨Be Ready to Collaborate
Gleeson Homes values teamwork, so be prepared to discuss how you've worked collaboratively in the past. Think of examples where you’ve supported colleagues or contributed to a team project, as this will show you can thrive in a fast-paced environment and work well with others.
