Customer Experience Manager

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