Job Title: Customer Experience Manager (New Build Developer – West London Sites)
Location: West London (covering multiple development sites)
Start Date: Immediate
About the Role
We are seeking a proactive and personable Customer Experience Manager to join a growing new build developer on a freelance basis, supporting multiple residential sites across West London. This is a customer-facing role with a strong administrative focus, ideal for someone who thrives in a fast-paced environment, enjoys building relationships, and can manage a varied workload with professionalism and efficiency.
Key Responsibilities
* Act as a key point of contact for homeowners, purchasers, and customers throughout their journey
* Deliver a high standard of customer service, handling queries and resolving issues promptly and professionally
* Manage customer communications via phone, email, and in person across multiple development sites
* Coordinate and maintain accurate customer records, reports, and documentation
* Support with defect logging, follow-ups, and liaising with internal teams and contractors to ensure timely resolution
* Assist with handover processes and post-completion customer care
* Carry out general administrative duties, including scheduling appointments, updating systems, and preparing reports
* Build positive relationships with site teams, sales teams, and customers to support a seamless customer experience
* Travel between West London sites as required
Requirements
* Previous experience in a customer-facing role, ideally within property, construction, customer care, or housing
* Strong administrative and organisational skills with excellent attention to detail
* Proven experience dealing directly with customers and managing customer expectations
* Flexible and adaptable approach to work, with the ability to support multiple sites and changing priorities
* A quick learner who can pick up systems, processes, and project requirements efficiently
* Strong communication skills, both written and verbal
* Ability to work independently and manage workload effectively in a freelance capacity
* Proficient in Microsoft Office and general CRM/admin systems
* Full UK driving licence and access to a vehicle preferred
What We’re Looking For
* Professional and approachable manner
* Solutions-focused mindset
* Highly organised and reliable
* Confident working autonomously
* Positive attitude and willingness to adapt in a growing business