Penrith / Hybrid
£33,100 + package
Full time, permanent
Our client is committed to creating exceptional homes—and an exceptional journey for every customer. Their Customer Service team is central to that mission, and they are looking for a proactive, people-focused Customer Services Advisor to help 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.
About the Role
You’ll be the friendly, knowledgeable first point of contact for customers, supporting them throughout their post-completion journey and ensuring their experience reflects 5★ standards.
Key Responsibilities
Customer Experience & Communication
Act as a brand ambassador, delivering a warm, professional service at all times
Manage inbound calls, emails, and enquiries in line with agreed service levels
Carry out post-completion courtesy calls to gather feedback and encourage customer survey participation
Complaint & Case Management
Coordinate and administer complaints in line with the New Homes Quality Code
Liaise with internal teams to gather accurate information and support detailed responses
Track complaint progress, provide updates in regional meetings, and escalate where necessary
Operational Support
Maintain customer journey trackers and complaint logs
Triage customer-reported defects and ensure clear communication with Build teams
Support defect management on completed developments, including scheduling maintenance
Provide cross-regional support when required to maintain service continuity
Collaboration & Insight
Work closely with Build, Sales, and Customer Service teams to deliver efficient aftercare
Share feedback and insights to improve customer satisfaction and service performance
Support colleagues with queries and contribute to consistent, high-quality responses
Compliance & Standards
Ensure all communications and data handling meet GDPR and IT security requirements
Uphold Health & Safety standards in all customer and site interactions
Take responsibility for the appropriate use of company equipment
About You
Strong customer relationship skills, both over the phone and in person
Excellent written and verbal communication
Confident using Microsoft Office and general IT systems
Experience in a customer service role
A collaborative mindset and ability to work across multiple teams
Desirable:
Understanding of build processes and their impact on customers
Knowledge of the New Homes Quality Code or housing sector customer service
Why Join?
This is an opportunity to shape the customer experience at a key stage of the journey. You’ll be part of a supportive regional team, with the chance to develop your skills and progress into a Customer Services Manager role over time.
If you’re motivated by helping people, solving problems, and delivering service you can be proud of, we’d love to hear from you
Salary description
£33100.00 - £33100.00 per year