Customer Experience Manager

Mount Anvil; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Mount Anvil is seeking an organised and detail-oriented Customer Experience Manager on a 12-month FTC, based in Greater London. This role involves coordinating the end-to-end process to ensure that every home is ready for handover and that customer experiences are seamless.

The ideal candidate will have experience in residential development, specifically in high-rise projects, and will excel in managing multiple priorities while keeping high standards, reporting into the Head of Customer Experience.

Qualifications

• Experience in residential development, ideally on a London high rise development.
• Calm under pressure; respectful with customers.
• Experience coordinating end-to-end processes in property environments.

Responsibilities

• Coordinate the process that turns a unit into a home with on-site teams.
• Book appointments and track inspections to register properties.
• Support Customer Experience team as the scheme reaches completion.

Skills

Organizational skills

Stakeholder communication

Process coordination

Attention to detail

Job description

Overview

We’re looking for an organised, detail-orientated, Customer Experience Manager on a 12-month FTC to join the business with super-high standards, making sure every Mount Anvil home is ready for handover, so our customers’ first day in their new home is seamless. You’ll be based on one of our existing schemes, The Royal Eden Docks, a Joint Venture with our partner Riverside, based in Custom House, Docklands. A short walk to the Elizabeth Line and a 10-minute train into Central London. You’ll join an already established team who have already delivered the multiple phases here and have a great network of teammates.

Responsibilities

• Coordinate the end-to-end process that turns a unit into a home, working closely with on-site teams, Lettings, Managing Agents, furniture suppliers, and snaggers to keep everything on track.
• Booking appointments and tracking inspections to registering properties, sending concierge emails, and updating Salesforce.
• Reply to all stakeholders on the same day, support our world-class NPS, and gain exposure to teams across Site, Sales, and Interior Design.
• Support the Customer Experience team as this major scheme reaches completion phases.
• Report into Laura (Head of Customer Experience) and join a team that values clear communication and the ability to manage multiple priorities with complete accuracy.

Requirements / Qualifications

• Calm under pressure; firm but fair with suppliers; respectful with customers; highly organised.
• Experience in residential development, ideally on a London high rise development.
• Experience coordinating end-to-end processes in property/housebuilding environments (as per responsibilities).

Culture

Ours is a high-performance culture. High performance in this role is proactively contacting 100% of stakeholders to keep completions on track, aligning diaries for key inspections, keeping a laser focus on detail while juggling competing demands and keeping timely promises to our customers, agents and third parties.