Customer Experience Manager
23 days ago
Ealing Broadway
Job Title: Customer Experience Manager (New Build Developer – West London Sites)\n\nLocation: West London (covering multiple development sites)\nStart Date: Immediate\n\nAbout the Role\nWe are seeking a proactive and personable Customer Experience Manager to join a growing new build developer on a freelance basis, supporting multiple residential sites across West London. This is a customer-facing role with a strong administrative focus, ideal for someone who thrives in a fast-paced environment, enjoys building relationships, and can manage a varied workload with professionalism and efficiency.\n\nKey Responsibilities\n\n * Act as a key point of contact for homeowners, purchasers, and customers throughout their journey\n\n * Deliver a high standard of customer service, handling queries and resolving issues promptly and professionally\n\n * Manage customer communications via phone, email, and in person across multiple development sites\n\n * Coordinate and maintain accurate customer records, reports, and documentation\n\n * Support with defect logging, follow-ups, and liaising with internal teams and contractors to ensure timely resolution\n\n * Assist with handover processes and post-completion customer care\n\n * Carry out general administrative duties, including scheduling appointments, updating systems, and preparing reports\n\n * Build positive relationships with site teams, sales teams, and customers to support a seamless customer experience\n\n * Travel between West London sites as required\n\nRequirements\n\n * Previous experience in a customer-facing role, ideally within property, construction, customer care, or housing\n\n * Strong administrative and organisational skills with excellent attention to detail\n\n * Proven experience dealing directly with customers and managing customer expectations\n\n * Flexible and adaptable approach to work, with the ability to support multiple sites and changing priorities\n\n * A quick learner who can pick up systems, processes, and project requirements efficiently\n\n * Strong communication skills, both written and verbal\n\n * Ability to work independently and manage workload effectively in a freelance capacity\n\n * Proficient in Microsoft Office and general CRM/admin systems\n\n * Full UK driving licence and access to a vehicle preferred\n\nWhat We’re Looking For\n\n * Professional and approachable manner\n\n * Solutions-focused mindset\n\n * Highly organised and reliable\n\n * Confident working autonomously\n\n * Positive attitude and willingness to adapt in a growing business