Customer Experience Executive

At Hill, we don't just build homes – we create communities. As one of the UK’s leading housebuilders, our commitment to quality, customer service, and sustainability has earned us a 5-star rating from the HBF and a reputation for excellence. We're looking for a dedicated Customer Journey Coordinator to help us continue this success by delivering outstanding service during one of the most important journeys our customers will ever take – buying a home.

About the Role

As a Customer Journey Coordinator, you'll be the primary point of contact for our customers from the exchange of contracts through to legal completion and into their early weeks of homeownership. You’ll ensure every interaction is smooth, informed, and memorable – building confidence, trust, and satisfaction at every step.

Working closely with Sales, Site Teams, and the wider Customer Service department, you’ll coordinate key touchpoints in the customer journey, resolve concerns promptly, and uphold the Hill standard of care and excellence.

Key Responsibilities

Customer Experience & Journey Delivery

Be the dedicated customer contact from exchange through to 20 weeks post-completion.

Coordinate and deliver regular updates on build progress and key milestones.

Manage and track all customer touchpoints to ensure timely delivery and full compliance with our Customer Journey process.

Conduct home demonstrations, handovers, and Customer Journey visits where required.

Support customer satisfaction tracking and drive continuous improvement initiatives.

Collaboration & Communication

Work cross-functionally with Sales, Site, and Customer Service teams to ensure a seamless experience.

Escalate and manage customer concerns effectively, ensuring swift and satisfactory resolution.

Attend site meetings and present on Customer Journey milestones and updates.

Provide accurate reports and customer feedback insights to senior stakeholders.

Quality, Reporting & Compliance

Maintain detailed records and reporting for all interactions and key metrics.

Contribute to monthly KPI reviews, identifying trends and opportunities for improvement.

Ensure compliance with internal procedures and external standards (NHBC, HBF, etc.).

Represent Hill professionally at all times, both in appearance and communication.

What We’re Looking For

Proven background in Customer Service within housebuilding or construction.

Strong communication skills, with the ability to engage and influence at all levels.

Excellent time management, organisation, and attention to detail.

Comfortable working in a fast-paced, customer-focused environment.

Confident in handling challenging situations and finding effective solutions.

Technically aware of the construction process with an understanding of the build lifecycle.

Familiar with H&S and compliance standards.

Why Join Hill?

At Hill, we’re committed to being best in class in everything we do. We believe in supporting our people to grow, develop, and achieve their full potential. As part of our team, you’ll be joining a collaborative environment that puts people first – whether that’s our customers, colleagues, or communities.

You’ll also benefit from:

A competitive salary and benefits package

Career progression and professional development opportunities

A culture built around our core values: Ambition, Collaboration, Agility & Impact.

The chance to be part of a team that’s shaping the future of residential development in the UK

Ready to join the journey?
Apply now and help us create homes that people are proud to live in – and service that customers will never forget.