Customer Journey Manager

Lovell Homes; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

Lovell Homes is seeking a Customer Journey Manager to enhance their 5-star customer service standard. The role involves leading the customer experience throughout the home buying journey, managing escalations, and ensuring exceptional service delivery. Ideal candidates will possess strong communication skills and proven line management experience.

Benefits

Bonus entitlement based on performance KPIs

26 days holidays

Life Assurance

Pension

Private medical insurance

Ability to purchase additional holiday

Access to discount portal

Cycle to Work scheme

Digital GP

Employee assistance programme

Sharesave scheme

Qualifications

• Knowledge of NHQB, NHBC & HBF.
• Proven line management experience.
• Full, clean UK driving licence.

Responsibilities

• Lead customer experience from home demonstration to completion.
• Manage escalations with empathy and professionalism.
• Guide and motivate Customer Care Coordinators.

Skills

Communication skills

Organisational skills

Decision-making

Attention to detail

Proactivity

Job description

Permanent, Full Time (40 hours per week)

Lovell Partnerships is one of the largest and most successful property services companies in social housing refurbishment. We understand and value long-term relationships. We work with local authorities and housing associations to create sustainable communities and leave a positive legacy wherever we work.

Lovell Homes are crafted with care, and our customers are at the heart of everything we do. From first-time buyers to growing families, our mission is to provide homes people are proud to live in and customer experiences they’ll remember positively.

We are currently seeking a Customer Journey Manager to join our team and play a key role in maintaining and enhancing our 5-star customer service standard.

About the role

Dynamic and results-driven, you will lead our customer experience across the entire journey — from home demonstration to completion and throughout the warranty period. Acting as both a leader and a key point of contact, you will guide and motivate our Customer Care Coordinators, manage escalations with empathy and professionalism, and seek customer feedback to drive continuous improvement.

To learn more about the key responsibilities and the skills required, please see the attached job description.

About you

We are looking for a Customer Journey Manager with:

• Knowledge of NHQB, NHBC & HBF
• Strong communication skills, both written and verbal, with the ability to interact with customers and senior management
• The ability to make decisions for the wellbeing of the customer whilst protecting the business
• Attention to detail coupled with good organisational skills
• The ability to use own initiative and be proactive
• Proven line management experience
• A full, clean UK driving licence

If you’re an experienced line manager, passionate about delivering exceptional customer service, we’d love to hear from you.

Benefits

• Bonus entitlement based on performance KPIs
• Holidays - 26 days
• Life Assurance
• Pension
• Private medical insurance
• Ability to purchase additional holiday
• Access to discount portal
• Cycle to Work scheme and the Lovell Way to EV
• Digital GP
• Employee assistance programme
• Sharesave scheme

As an Investors in People Gold award employer, Lovell is the UK’s leading provider of mixed tenure affordable homes and has a reputation for innovation and excellence in the delivery of high-quality housing development and regeneration projects.

We are committed to enhancing the communities in which we work, building quality homes for real people, and looking after our own people; developing talent is key to achieving this. We understand that the success of our organisation comes from the strengths, skills, and personalities of our people.

Lovell is an equal opportunities employer that encourages and values diversity and inclusion within our teams.

The Lovell culture is one of empowerment, enabling colleagues to make decisions at regional and local levels, challenge the status quo, and work as one to achieve our goals and make Lovell a great place to work for all.