Customer Experience Manager
We are working with one of the UK’s leading residential developers who deliver over 400 developments nationwide each year, from brownfield regeneration schemes to the transformation of heritage buildings. Their construction teams set the industry benchmark, winning more NHBC Pride in the Job Awards than any other housebuilder for 13 consecutive years.
They are now seeking a Customer Experience Manager to join the team, ensuring buyers enjoy an outstanding journey from reservation through to the first year after completion. This is a key role, working alongside the Construction and Sales teams to deliver exceptional customer service and uphold the company’s reputation for quality.
Key Responsibilities
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Act as the primary point of contact for purchasers from reservation to handover and beyond.
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Deliver an excellent customer journey, achieving over 90% recommendation ratings.
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Coordinate communications with customers from exchange through to completion, ensuring they are kept fully updated.
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Arrange and host customer meetings, including pre-occupation inspections, home tours, and handovers.
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Inspect properties pre-handover to ensure readiness in line with company standards.
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Liaise with site teams to ensure all customer issues are logged, tracked, and resolved promptly.
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Work closely with Sales and Construction teams to maintain accurate reporting and smooth communication.
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Conduct warranty inspections to minimise future defects and manage estate management issues with external agents.
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Ensure all health and safety requirements are met during customer interactions.
Requirements
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Proven experience in a similar role within construction, customer care, or residential development.
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Strong communication and interpersonal skills, able to liaise confidently with customers and internal teams.
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Proficient in Microsoft Office, especially Word and Excel.
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Customer-focused with excellent attention to detail.
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Organised, proactive, and able to work under pressure in a fast-paced environment.
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Flexible to work occasional evenings and weekends to meet customer needs.
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A team player with the ability to positively influence and collaborate across departments.
This is an excellent opportunity to join a market-leading developer in a client-facing role where you will play a pivotal part in shaping the customer journey and maintaining the company’s award-winning standards