Customer Relations Advisor

The Customer Relations Advisor role is pivotal in ensuring the delivery of exceptional 5-star customer experiences within the region. This entails providing customer-centric advice, guidance, and support while closely collaborating with CRM, Build colleagues, and Customer Care Technicians.

Key Responsibilities:

• Proactively engaging as a member of the regional Customer Care team to deliver exceptional 5-star customer service within the operational area.


• Efficiently managing all regional complaints in adherence to the New Homes Quality Code/Consumer Code standards, ensuring timely resolutions.


• Collaborating with the regional team to compile pertinent information for informed and detailed responses to customer complaints.


• Providing accurate and comprehensive reports on customer complaints and their statuses during weekly regional meetings, promptly escalating serious concerns as necessary.


• Actioning and addressing all Customer Care defects logged through a CRM system, adhering to service level agreements.


• Monitoring and addressing queries from the Regional Customer Care and Customer Service mailboxes within agreed timelines.


• Offering support to the regional team regarding customer queries and concerns.


• Handling inbound customer calls, ensuring timely responses, and managing voicemail messages.


• Efficiently managing the Customer Care email inbox.


• Nurturing customer relationships post-legal completion, soliciting feedback to enhance the customer journey and driving a culture of Customer First.


• Managing administrative tasks and providing weekly updates on the 'Your Watch' database.�


• Upholding security protocols and professional use of company property and equipment, ensuring compliance with GDPR requirements in all customer communications.


• Adhering to Company Health & Safety, Environmental, and Corporate Responsibility policies, ensuring all site visitors and customers comply with relevant H&S procedures.

Key Performance Measures:

• Supporting the region in achieving a 5-star satisfaction score.


• Effectively handling all complaints in line with NHQC & Consumer Code standards.


• Serving as a brand ambassador with exemplary customer service skills.


• Collaborating effectively with the wider Customer Care team and onsite construction team.


• Demonstrating a commitment to continuous improvement in service delivery and personal performance.


• Providing accurate and reliable customer service and business information, maintaining GDPR-compliant records.


• Exhibiting excellent customer relationship management skills both online and face-to-face.


• Demonstrating proficiency in IT, especially Microsoft packages.


• Previous experience in a customer service role.


• Strong collaborative, team-working, and interpersonal skills.


• Basic understanding of the financial implications of build methods and sequences.


• Preferably, extensive product, NHQC, and Customer Service experience.