Customer Service Advisor

Role Overview

This position plays a leading role in leasing new [Employer hidden — sign up to reveal] homes by acting as the first point of contact to create an amazing first impression and customer experience with [Employer hidden — sign up to reveal], whilst supporting the onsite lettings teams in leasing units remotely. The role will include working Saturdays on a rota basis.

Responsibilities will include, but are not limited to:

• Be the first point of contact for [Employer hidden — sign up to reveal] customers, providing knowledgeable and accurate information about homes to rent (including the benefits of renting a home with [Employer hidden — sign up to reveal]) such as images, floorplans and pricing.
• Receive and respond to enquiries from various sources
• Ensure all enquiries are logged quickly and accurately on the CRM system
• Qualify leads accurately according to [Employer hidden — sign up to reveal] applicant criteria
• Provide proactive cross-team support by collaborating with other departments in the completion of tasks and projects
• Build rapport with customers, positioning them well to meet the onsite resident services team for viewings
• Book customers onto viewings and confirming viewings with relevant parties
• Assisting with remote viewings
• Use the applicant database to make phone enquiries and convert them into leads where possible
• Keep up to date with [Employer hidden — sign up to reveal]'s key messages, developments, key delivery dates and 'from pricing' inside out and able to answer questions confidently
• Undertake regular audits of the system to ensure records are up to date, statuses are correct and duplicate records are cleared

Benefits at a glance

• Pension
• Health Cash Plan
• Travel Insurance
• Private Medical

About [Employer hidden — sign up to reveal]

Founded in Newcastle upon Tyne in 1912, [Employer hidden — sign up to reveal] plc, a FTSE 250 business, is the UK's largest listed residential landlord and leader in the fast-growing build-to-rent sector, providing c.11,100 rental homes to over 25,000 customers. With a pipeline of secured build-to-rent development projects totalling c.4,500 homes and £1.3bn, [Employer hidden — sign up to reveal] is creating thousands more rental homes by investing in cities across the UK.

[Employer hidden — sign up to reveal] works in partnership with a large number of public sector organisations to deliver new homes to local communities, including Transport for London, Network Rail, the Ministry of Defence, Lewisham Borough Council and the Local Pensions Partnership.

[Employer hidden — sign up to reveal]'s build-to-rent developments provide a range of customer benefits from professional on-site resident services teams, resident amenities including gyms, residents' lounges, roof terraces, meeting rooms and co-working space for those working from home, and superfast 250MB fibre optic broadband.

Recognised as a FTSE4Good business, [Employer hidden — sign up to reveal] also takes a leading approach to sustainability, specifically Environmental and Social issues (ESG) and has an ambitious target to be net zero carbon in the operations of its buildings by 2030, to have a diverse and inclusive workforce and to make a positive social impact in locations where it invests and operates.

Documents

Job Description - CSA - January 2026.docx - Download