VacancyTitle: Customer Service Advisor

Salary Competitive + Benefits

Location Newcastle

Published

in 5 hours

Closing

in a month

This is a permanent, full time vacancy that will close in a month at 23:59 BST.

Role Overview

This position plays a leading role in leasing new Grainger homes by acting as the first point of contact to create an amazing first impression and customer experience with Grainger, 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 Grainger customers, providing knowledgeable and accurate information about homes to rent (including the benefits of renting a home with Grainger) 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 Grainger 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 Grainger’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

Please see below for full job description

The Company

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country. Recently, the company has won multiple workplace environment awards and has an outstanding record of employee satisfaction.

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Benefits at a glance

Pension

Health Cash Plan

Travel Insurance

Private Medical

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The Values

Innovation

We are creative and fearless in our work.

Accountability

We take ownership of our work and lead from the front.

Teamwork

We collaborate widely and build supportive environments.

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Benefit

Benefit

Benefit

Benefit

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Welcome to Grainger

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What's it like to work at Grainger

These are exciting times for Grainger plc, an award-winning FTSE250 property company. As the UK’s largest listed residential landlord, we are leading the way in the UK private rented sector and build-to-rent sector, with a 3.4bn portfolio of c.11,100 rental homes in operation today. Over the next five years our business will continue to grow. With a pipeline of secured build-to-rent development projects totalling 4,730 homes and £1.4bn, Grainger is creating thousands more rental homes by investing in cities across the UK.

We operate in one of the most exciting and newest property markets in the UK, the emerging build-to-rent sector. We build high quality homes for rent. Our buildings are serviced by our amazing Resident Services Teams, and come complete with additional amenities including lounge, gym and coworking space – creating a vibrant community for our residents.

With over 5.5m UK households renting, mostly from small private landlords, the UK rental market landscape is changing, demand is increasing, and the number of professional, large-scale build-to-rent landlords is rising, raising standards for renters and putting Grainger front and centre in this growth market.

Grainger’s business model is fully integrated – we invest in land and new residential developments, we design and develop homes, and we operate them. This means we offer a wide range of opportunities for people looking to further their career in an industry leading business.

We are a socially good business that puts people at the heart. We are changing the way people rent in the UK by providing high quality homes and great service, all at midmarket prices. We are building homes where people want to live, creating spaces residents enjoy and making a positive impact on local communities.

Grainger’s core purpose is ‘Renting homes and Enriching lives’, backed by four values:

Every home matters

People at the heart

Leading the way

Exceeding expectations.

We are also a leader in sustainability and ESG and a FTSE4Good business and have committed to the World Green Building Council’s Net Zero Carbon Buildings Commitment. We are committed to supporting and increasing diversity throughout the business and the wider industry and to making a positive social impact locally, and we encourage our colleagues to support in the implementation of our community programmes.

In September 2023, Living a Greener Life, our customer engagement campaign, won the EPRA Outstanding Contribution to Society Award for the Environmental category. The award recognises projects which have made a positive environmental change on a community and Living a Greener Life was recognised for its environmental impact including saving energy, improving recycling and educating our residents to help them live greener with Grainger.

In 2024, Grainger was accredited with the National Equality Standard (NES) benchmark (the UK’s leading benchmark for ED&I) in recognition of our dedication and commitment to ED&I and our ‘people first’ strategy, which is adopted across the business. Our forwardlooking approach reflects our core values while ensuring we continue to maintain our current standards. Through our best-in-class initiatives, shaped and co-created by our colleagues, we have created a workplace that not only values diversity but actively fosters equality and inclusion at all levels. We also work in partnership with our industry to promote diversity in the real estate sector, through initiatives including Real Estate Balance and the British Property Federation’s Diversity and Inclusion Champions Network.

In 2024 Grainger was recognised within the Top 100 Best Companies to Work For- Large Companies category. On a regional basis, we were also pleased to be recognised as the 14th Best Company to Work For in the North- East in addition to 3 other regional categories and in the Housing sector.

We reserve the right to close the advert early should the right applicant apply before the closing date. Please apply now to ensure your application is considered.

Katherine Stephens

Director of Forward Funding Delivery

"I love that we are creating beautiful buildings that will shape communities for years to come."

Sriya Bhandari

Senior Commercial Finance Manager

"I really enjoy the dynamic nature of my role and Grainger’s values ‘people at the heart’ & ‘exceeding expectations’ align with my personal values. No two days are the same and opportunities to grow professionally are plenty!"

Hugh McAleer

Associate Director Acquisitions

"It’s been great to be part of a team where the work I do plays a pivotal role in our growth strategy."

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About Grainger

Founded in Newcastle upon Tyne in 1912, Grainger 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, Grainger is creating thousands more rental homes by investing in cities across the UK.

Grainger 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.

Grainger’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, Grainger 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.