Customer Experience Manager

Customer Experience Manager – New Build Developer 📍 Location : North West London 🕒 Full-Time | Permanent 💼 Sector : Residential Property Development About Us : We are a fast-growing and design-led residential developer creating exceptional new homes across London. With a focus on quality, innovation, and community, we aim to deliver more than just homes — we deliver outstanding living experiences. To support our continued growth, we're seeking a proactive and people-focused Customer Experience Manager to join our North West London team. The Role : As our Customer Experience Manager, you will take ownership of the post-completion customer journey. You’ll be responsible for ensuring a seamless and positive homeowner experience from handover through to the end of the warranty period. Working closely with internal departments and external contractors, your role will be pivotal in maintaining our reputation for quality and care. Key Responsibilities :

• Oversee the customer journey from legal completion through the defect liability period.
• Lead and manage the Customer Care team, ensuring high service standards and timely resolution of issues.
• Serve as the primary point of contact for escalated customer concerns, providing clear communication and solutions.
• Monitor and report on customer satisfaction, identifying trends and opportunities for service improvement.
• Coordinate with construction, sales, and technical teams to ensure a joined-up approach to customer care.
• Drive improvements to internal processes to enhance efficiency and the customer experience.
• Manage aftercare contractors and ensure remedial works are completed to a high standard. What We’re Looking For :
• Proven experience in a customer-facing role within the residential development or construction industry.
• Strong leadership and communication skills.
• A genuine passion for customer service and quality outcomes.
• Excellent organisational and problem-solving abilities.
• Confident with CRM systems and reporting tools.
• Ability to remain calm and solutions-focused under pressure. Why Work With Us?
• Competitive salary and benefits package.
• Work with a passionate, forward-thinking team in a fast-paced environment.
• Play a key role in shaping a best-in-class customer journey.
• Opportunities for career development as the business continues to grow