Customer Experience Manager - Residential Development

Location: Wembley, London
Salary: £45k + discretionary bonus
Contract: Full-time, Monday-Friday (9am-5:30pm)

• Join a prestigious London-based property developer with award-winning developments across the capital
• Site-based role at a stunning new Wembley development with modern luxury apartments
• Be part of a close-knit team where your attention to detail directly impacts customer satisfaction

This Customer Experience Manager position offers the chance to work with a respected London property developer renowned for creating beautiful residential developments throughout the capital. Based at their latest Wembley development, you'll play a crucial role in ensuring customers receive an exceptional experience from practical completion through to warranty resolution.

Working as part of a small, collaborative team, you'll have direct impact on customer satisfaction whilst developing expertise across all aspects of post-completion customer care. The role offers variety, combining technical property knowledge with customer relationship management, all within a supportive environment that values attention to detail and proactive problem-solving.

• Conduct thorough plot acceptance and functionality testing of appliances through customer perspective
• Complete pre-practical completion tasks including key testing and virtual plot box creation
• Manage customer snagging reports and coordinate resolution with contractors
• Provide responsive customer service via phone and email for warranty and general inquiries
• Maintain accurate defect tracking systems and provide regular updates to stakeholders
• Conduct regular site walks to proactively identify potential issues
• Support the wider customer care team with administrative tasks during busy periods
• Ensure void units remain in prime condition through regular maintenance checks

• Strong verbal and written communication skills for customer and contractor interactions
• Keen eye for detail with ability to identify property-related issues
• Self-driven personality with results-oriented approach and positive outlook
• Experience using Microsoft Word and basic Excel for reporting purposes
• Ability to build respectful relationships with contractors and colleagues
• Mature approach to handling competing demands whilst remaining calm under pressure
• Physical mobility and flexibility to travel throughout London as required
• Natural planning abilities with strong prioritisation skills

• Competitive salary reflecting the specialist nature of the role
• Monday to Friday schedule providing excellent work-life balance
• Opportunity to work with high-quality luxury developments
• Supportive team environment where collaboration is valued
• Professional development within the property and customer service sectors
• Direct involvement in delivering exceptional customer experiences
• Clear career progression opportunities within the customer care function

We are an equal opportunities recruiter, valuing diversity and inclusion and welcoming applications from all suitably qualified individuals, regardless of background.

For more information about this role, please contact our strategic recruitment partner who will be happy to discuss the opportunity in detail.