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: Job Search Place Limited
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'll not only play a crucial part in enhancing customer satisfaction but also benefit from ample opportunities for professional growth within a dynamic team environment. Join us in making a meaningful impact while enjoying the perks of working in a company that values your contributions and prioritises your development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Advisor in Penrith
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Advisor in Penrith
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
