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