Customer Care Coordinator (Off-Plan Residential Sales)

Dove & Hawk; Acton; On-site; GBP 25,000 - 29,000; Full time

Job summary

Dove & Hawk is seeking a proactive Customer Experience Coordinator for a temporary contract in Acton, West London. The role supports buyers through pre-completion, coordinating manuals, viewings, and design appointments to ensure a seamless customer journey.

Responsibilities include being the main contact for purchasers, guiding them through dates and steps, and maintaining detailed records. Strong communication and organisational skills are essential for success.

Qualifications

• Experience in customer experience, residential sales or new homes or similar role.

Responsibilities

• Act as a key point of contact for purchasers, responding to enquiries promptly and professionally and providing regular updates throughout the customer journey.
• Support buyers in the lead‑up to completion, ensuring they understand the process, key dates and next steps.
• Prepare and distribute homeowner manuals, property information packs and relevant documentation ahead of completion.
• Coordinate and book follow-up viewings for buyers, liaising with site teams to ensure appointments run smoothly.
• Arrange and manage appointments with interior designers and other relevant third parties.
• Proactively guide purchasers through each stage of the process, delivering a professional and personalised experience.
• Maintain accurate customer records, appointment schedules and communication logs.
• Handle customer queries efficiently, escalating any issues to relevant teams.
• Liaise with sales, development, construction and customer care teams for a coordinated approach.

Skills

Customer service

Communication skills

Organisational skills

Stakeholder liaison

Tools

CRM systems

Microsoft Office

Job description

Temporary Customer Care Coordinator - Temporary Contract, £130 to £150 Per Day – Acton

Contract: Temporary, starting ASAP supporting the development through its anticipated March/April completion period. Contract may be extended inline with completion dates

Start Date: ASAP

Location: Acton, West London

Rate: £135 to £155 per day dependant on Experience

Hours: Monday to Friday Site Based, 9am to 5:30pm

My client, a successful London property developer, is seeking a proactive and customer-focused Customer Experience Coordinator to support buyers through the precompletion process to move in for a prestigious off-plan residential development, with completions expected around March/April.

This is a fantastic opportunity for someone with exceptional communication and organisational skills to play a key role in delivering a seamless, positive customer journey as buyers prepare to move into their new homes.

The Role

You will act as a key point of contact for purchasers throughout the precompletion process, ensuring they receive clear, timely communication and an exceptional level of customer service. From issuing homeowner manuals and coordinating follow-up viewings to arranging appointments with interior designers, you will ensure every detail is managed efficiently and buyers feel supported at every stage.

Key Responsibilities

• Act as a key point of contact for purchasers, responding to enquiries promptly and professionally and providing regular updates throughout the customer journey.
• Support buyers in the lead-up to completion, ensuring they understand the process, key dates and next steps.
• Prepare and distribute homeowner manuals, property information packs and relevant documentation ahead of completion.
• Coordinate and book follow-up viewings for buyers, liaising with site teams to ensure appointments run smoothly.
• Arrange and manage appointments with interior designers and other relevant third parties.
• Proactively guide purchasers through each stage of the process, delivering a professional and personalised experience.
• Maintain accurate customer records, appointment schedules and communication logs.
• Handle customer queries efficiently, escalating any technical, property-related or completion issues to the relevant teams.
• Liaise closely with sales, development, construction and customer care teams to ensure a coordinated approach to customer service.

About You

• Previous experience in customer experience, residential sales or new homes or a similar customer coordination role.
• Excellent verbal and written communication skills, with the ability to communicate confidently and professionally with buyers.
• Highly organised, with strong attention to detail and the ability to manage multiple enquiries, appointments and deadlines simultaneously.
• A proactive and personable approach, with a genuine passion for delivering an exceptional customer experience.
• Confident liaising with a variety of stakeholders, including buyers, developers and third-party suppliers.
• Strong administrative skills and confidence using Microsoft Office and CRM systems.
• Able to work independently, use initiative and remain calm in a busy, customer-facing environment.

For more information, please contact Megan on the Business Support team at Dove & Hawk Property Recruitment.