Customer Experience Manager - Luxury Development

deverellsmith; London; On-site; GBP 45,000; Full time

Job summary

A leading developer is seeking a Customer Experience Manager for a luxury development in Wembley. This position focuses on enhancing customer satisfaction throughout the move-in process, ensuring high-quality standards and effective coordination with trades. Ideal candidates will be organized and proactive with a passion for delivering exceptional service.

Benefits

Permanent full-time role

On-site position at a landmark development

Qualifications

• Previous experience in customer care, defect resolution, or snagging coordination.
• Strong admin and communication skills.

Responsibilities

• Take full ownership of the customer journey from plot acceptance through to early aftercare.
• Manage pre-completion inspections and post-handover snagging.
• Communicate clearly and professionally with customers.

Skills

Customer Care

Communication

Organizational Skills

Job description

Customer Experience Manager - Luxury Development

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Customer Experience Manager - Luxury Development

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Customer Experience Manager - Premium Residential Scheme - Wembley

Salary: £45,000

Working Pattern: Monday to Friday

Location: On-site at flagship Wembley development

Be the Face of a Market-Leading Developer

We're looking for an exceptional Customer Experience Manager to join a highly respected and design-led developer, known for delivering some of London's most exciting residential schemes. With a track record of setting new standards in urban living, this developer is committed to quality, community, and customer satisfaction from first contact to final key handover - and beyond.

This role will see you based at one of their standout developments in Wembley, taking ownership of the customer journey post-exchange through to move-in, early aftercare, and defect management. It's an exciting opportunity for someone who loves being on-site, takes pride in quality, and enjoys the detail of making sure every home is handed over to the highest standard.

What You'll Be Doing

• Take full ownership of the customer journey from plot acceptance through to early aftercare
• Manage pre-completion inspections and post-handover snagging, ensuring every issue is captured and resolved swiftly
• Accompany trades on-site and liaise with contractors to ensure remedial works are completed
• Maintain and update technical trackers, snagging reports and handover documentation
• Communicate clearly and professionally with customers - booking access, arranging appointments and keeping them informed throughout
• Collaborate with the site and delivery teams to flag recurring issues and proactively improve the customer experience
  
  

What We're Looking For

• Previous experience in a customer care, defect resolution or snagging coordination role
• Ideally, experience working for a developer, contractor or in new homes delivery
• Organised, proactive, and a calm presence on-site - someone who takes pride in delivering an exceptional customer journey
• Strong admin and communication skills - confident managing trackers, emails and client liaison
• A team player with a can-do attitude, who genuinely enjoys helping people and solving problems
  
  

What We Offer

• £45,000 basic salary
• Monday to Friday working week
• A permanent, full-time role at one of London's most well-regarded developers
• On-site position at a landmark Wembley scheme, where you'll play a key role during completions and early occupation
• Join a business that is passionate about quality, people, and pushing the boundaries of urban design
  
  

If you're customer-obsessed, quality-focused and love being at the heart of a fast-paced, high-end development - this is your moment.

Apply now to become a key part of a leading developer's next chapter.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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