Customer Experience Manager

Harken Search LTD; City Of London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A residential developer based in North London is seeking a Customer Experience Manager to oversee the entire customer journey from pre-completion visits to the end of the warranty period. The role involves managing inspections, ensuring high customer satisfaction, coordinating with contractors, and improving service quality. Candidates should have experience in customer-facing roles preferably with a residential developer or PLC housebuilder. Competitive salary and benefits offered.

Benefits

Competitive salary

Bonus Scheme

Car allowance

Pension/Health Care

Qualifications

• Experience working in a customer facing role.
• Experience with either a PLC housebuilder or residential developer.

Responsibilities

• Manage customer inspections and journey from pre-completion to warranty.
• Coordinate completion of defects and ensure SLA compliance.
• Promote customer satisfaction surveys and improve service quality.

Skills

Customer service management

Conflict resolution

Communication skills

Job description

Harken Search are partnered with an SME residential developer based in North London to appoint a Customer Experience Manager (a newly created post). The company delivers high-quality housing across low-rise and medium-rise schemes, with a focus on design, cost efficiency, and sustainable construction.

Job Description

Customer Experience Manager (CEM) is responsible for carrying out all key inspections with the customers from Pre Completion Visits / New Home Demonstrations through to the end of the 2 year warranty. The CEM acts as the customers' key point of contact in the Customer Journey. Being the voice of the customer, including promotion of the 8 week and 9 month customer satisfaction survey and improvement of build quality and service after scores. CEM to coordinate the completion of any defects raised by customers and ensure these are completed in line with our SLA timescales.

• Ensuring the customer receives a positive experience, which includes their environment as well as their home
• Carry out the pre completion / new home demonstration
• Carry out 2 week visit with the customer
• Carry out 4 week inspection with the customer
• Ensure the Statement of Incomplete Works is completed and updated weekly by the Site Team
• Management of Contractors & Customer Service Operatives
• Managing remediation fo outstanding issues
• Managing Costs
• Data Capture and Reporting
• Health & Safety

Essential Experience

• Experience working in a customer facing role
• Experience with either a PLC housebuilder or residential developer

Benefits

• Competitive salary
• Bonus Scheme
• Car allowance
• Pension/ Health Care