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Customer Experience Manager

Residential Property Development

Location: 2 sites across London
Start Date: ASAP

About the Role

We’re looking for an experienced and proactive Customer Experience Manager to join our team, working on behalf of two leading UK property developers to oversee the customer experience journey across two high-profile residential projects. As a key player in our customer-focused team, you’ll manage the entire completion and handover process for private apartments, fostering positive relationships with new homeowners while ensuring a seamless experience from pre-completion inspections to post-move support.

Responsibilities

* Lead Pre-Completion Inspections: Ensure all units meet quality standards prior to handover, addressing any issues in advance.

* Oversee Handover Coordination: Plan and execute handover events, manage homeowner orientations, and facilitate smooth move-ins.

* Customer Support: Serve as the primary contact for residents’ questions and concerns, providing timely and effective resolutions.

* Defect & Snag Management: Coordinate defect tracking and manage snagging activities, collaborating with contractors and internal teams to resolve issues.

* Team Leadership: Guide a small team of customer experience professionals, ensuring high service standards and customer satisfaction.

* Process Improvement: Identify opportunities to streamline customer experience processes, implementing improvements to enhance satisfaction.

* Reporting & Documentation: Maintain accurate records, compile customer feedback, and prepare reports on defect status and customer insights for internal teams.

Ideal Candidate

* Experience: 3+ years in customer experience, ideally in the residential property sector

* Leadership Skills: Ability to mentor and guide team members, fostering a collaborative environment

* Communication: Exceptional interpersonal skills to interact effectively with residents, contractors, and internal teams

* Problem-Solving: Proactive and resourceful in managing customer concerns, with a strong attention to detail

* Organizational Abilities: Strong organizational and multitasking skills, comfortable working in a dynamic environment

* Tech-Savvy: Proficient in MS Office, CRM software, and experience with defect tracking systems is preferred