Customer Service Advisors, Newcastle

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 involve working 9-5, five days per week
with some Saturdays included 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

• 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

• 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

Skills & Experience Required

Essential:

• Customer focused with a for providing excellent

service

• Excellent listening, communication and rapport

building skills

• Strong IT skills; experience in using Outlook,

Word and Excel and able to learn new software
systems quickly

• Highly motivated, flexible, proactive and

adaptable to change

• Friendly and engaging phone manner

• Experience of working in a role managing a

high-volume workload

• A strong team player who is self -motivated,

industrious and works well under pressure

• Detail oriented, able to set priorities, complete

simultaneous projects and ability to meet tight
deadlines

• Strong time management and organisational

skills

• Proven numeracy skills with a good academic

record

Desirable:

• Demonstrable knowledge and understanding of

residential lettings

• Previous Sales experience and delivering

exceptional Customer Service

• Previous database experience

• Previous sales or telesales experience in a call

centre or face to face

• Knowledge of basic property legislation

Customer Service
Advisor
Newcastle upon
Tyne

Job Title
Customer Service Advisor

Industry
Real Estate

Employment Type
Permanent

Salary and Package
Competitive salary and benefits

About 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. Over the next
five years our business will continue to grow,
from a £3.3bn portfolio of c.10,200 rental homes
in operation today, we are adding c.5,600 new
homes through our £1.6bn development
pipeline.

• 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 co-
working 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 mid-market
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:

o Every home matters
o People at the heart
o Leading the way
o 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.

• Grainger has an active colleague-led Diversity

and Inclusion Network, which is open to
everyone, and provides a forum for raising
awareness and promoting inclusion and
engagement across the whole business. 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.

For further information
To apply for this role, please send your CV and
covering letter to hr@graingerplc.co.uk.