Customer Services Advisor

Job Introduction

Join us in delivering a 5★ 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.

What you’ll be doing

You’ll be the friendly, knowledgeable first point of contact for our customers, supporting them throughout their post‑completion journey and ensuring their experience reflects our 5★ standards. Your responsibilities will include:

Customer Experience & Communication

• Acting as a brand ambassador for Gleeson Homes, promoting our values and delivering a warm, professional service.
• Managing inbound calls, emails, and enquiries, ensuring all responses meet agreed SLAs.
• Conducting post‑completion courtesy calls to understand customer experience and encourage NHQC survey engagement.

Complaint & Case Management

• Administering and coordinating regional complaints in line with the New Homes Quality Code.
• Gathering accurate information from Build, Sales, and other teams to support detailed, compliant responses.
• Monitoring complaint progress and providing updates in weekly regional meetings, escalating concerns when needed.

Operational Support

• Maintaining Customer Journey Trackers and complaints logs to support effective weekly meetings.
• Triaging customer‑reported defects via My Gleeson and ensuring Build teams receive clear, accurate information.
• Supporting closed developments with defect management and Maintenance Technician scheduling.
• Assisting other regions during periods of absence to ensure continuity of service.

Collaboration & Insight

• Working closely with Build, Sales, and Customer Service Technicians to deliver efficient aftercare.
• Providing insight and feedback to help improve customer satisfaction and NHBC “Service After” scores.
• Supporting colleagues with customer queries and helping shape appropriate responses.

Compliance & Standards

• Ensuring all communication and data handling meets GDPR and company IT security requirements.
• Upholding Health & Safety standards for all customer and site interactions.
• Taking 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.
• Confident IT skills, especially Microsoft Office.
• Experience in a customer service environment.
• A collaborative mindset and the 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.