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Customer Service Advisor

Location: Cumbria
Type: Permanent

The Company

Our client is a prestigious and well-established housebuilder with over 60 years' experience in the UK construction industry. Operating across the North of England, they are recognised for delivering high-quality new build homes while placing sustainability and community impact at the heart of everything they do.

Due to continued growth, they are now seeking a Customer Relations Advisor to support the delivery of a 5-star customer experience across the region.

The Role

As Customer Service Advisor, you will play a key role in ensuring homeowners receive a professional, efficient and customer-focused aftercare service. Working closely with the Customer Relations Manager, build teams and customer care technicians, you will help maintain high service standards throughout the customer journey.

This is a people focused role requiring excellent communication skills, strong attention to detail and the ability to manage multiple enquiries accurately and calmly.

Key Responsibilities

Champion the customer journey, supporting the business's commitment to delivering a 5-star customer experience

Proactively contribute to the regional Customer Care team, promoting a quality-led aftercare service

Manage and administer customer complaints efficiently and professionally

Collate accurate information to produce clear, informed and timely complaint responses

Handle inbound customer calls and enquiries

Manage customer care inboxes and voicemails, ensuring responses are issued within agreed SLAs

Maintain accurate records and update systems to support effective issue resolution

The Ideal Candidate

Proven experience in a customer service or customer relations role

Excellent written and verbal communication skills

Confident using IT systems, including Microsoft Word, Excel, Outlook and PowerPoint

A collaborative team player with strong interpersonal skills

Experience within new build housing, NHQC and customer service environments is highly desirable

Benefits

26 days annual leave plus bank holidays

Discretionary bonus scheme

Holiday buy-back scheme

Company pension scheme

Private medical insurance

Health and wellbeing membership

Life assurance

Share purchase plan

High street and retail discounts

Ongoing training and development opportunities