Customer Experience Manager

Conduct home demonstrations and post-completion visits (2-week and 4-week inspections).

Process purchase orders, invoices, and financial documentation promptly.

Attend site close-out meetings and provide feedback on recurring issues or material concerns to technical and commercial teams.

Support the Head of Customer Service in preparing internal reports and attending meetings.

Identify opportunities for contra charges where applicable.

Control costs related to remedial works, ensuring all spend is authorised and in line with company policies.

Ensure accurate data entry and reporting of all customer issues and activities.

Promote a safe and respectful working environment at all times.

Schedule CSO workloads effectively and ensure necessary materials are available for remedial works.

Ensure all work carried out by CSOs and contractors complies with Health & Safety policies and site regulations.

Monitor contractor performance and escalate under performance to the Head of Customer Service.

Promote the 8-week and 9-month customer satisfaction surveys and follow up on participation as needed.

Ensure customer issues are logged, managed, and resolved within SLA timescales.

Coordinate and manage all reported defects, ensuring timely completion and customer satisfaction.

Allocate and oversee work carried out by Customer Service Operatives (CSOs), site teams, and contractors.

Serve as the main contact for customers from pre-completion through to the end of the 8-week survey period.

Maintain detailed records of all customer interactions and activities using COINS or equivalent systems.

Comply with GDPR and all relevant data protection regulations.

Ensure full adherence to New Homes Quality Board (NHQB) requirements and internal complaints procedures.

Ensure all interactions with customers are handled professionally and in line with company standards.

• Conduct home demonstrations and post-completion visits (2-week and 4-week inspections).
• Process purchase orders, invoices, and financial documentation promptly.
• Attend site close-out meetings and provide feedback on recurring issues or material concerns to technical and commercial teams.
• Support the Head of Customer Service in preparing internal reports and attending meetings.
• Identify opportunities for contra charges where applicable.
• Control costs related to remedial works, ensuring all spend is authorised and in line with company policies.
• Ensure accurate data entry and reporting of all customer issues and activities.
• Promote a safe and respectful working environment at all times.
• Schedule CSO workloads effectively and ensure necessary materials are available for remedial works.
• Ensure all work carried out by CSOs and contractors complies with Health & Safety policies and site regulations.
• Monitor contractor performance and escalate under performance to the Head of Customer Service.
• Promote the 8-week and 9-month customer satisfaction surveys and follow up on participation as needed.
• Ensure customer issues are logged, managed, and resolved within SLA timescales.
• Coordinate and manage all reported defects, ensuring timely completion and customer satisfaction.
• Allocate and oversee work carried out by Customer Service Operatives (CSOs), site teams, and contractors.
• Serve as the main contact for customers from pre-completion through to the end of the 8-week survey period.
• Maintain detailed records of all customer interactions and activities using COINS or equivalent systems.
• Comply with GDPR and all relevant data protection regulations.
• Ensure full adherence to New Homes Quality Board (NHQB) requirements and internal complaints procedures.
• Ensure all interactions with customers are handled professionally and in line with company standards.

Excellent communication and customer service skills, with the ability to manage expectations and resolve issues effectively

Strong knowledge of post-completion processes, defect management, and construction quality standards

Highly organised and capable of managing multiple priorities under pressure

You will play a vital role in enhancing customer satisfaction, promoting survey engagement, and supporting continuous improvement across the business. This role is ideal for someone with a strong background in new build housing, customer care, or site management, who takes ownership, thrives in a fast-paced environment, and consistently puts the customer first.

Experience with COINS or similar customer service platforms is desirable

Proven experience in customer care within the new build housing sector (minimum 3-5 years preferred)

We are seeking an experienced Customer Experience Manager to lead the delivery of a high-quality post-completion experience for homeowners. Acting as the key point of contact from construction sign-off through to the end of the 8-week survey period, the will be responsible for managing all customer-facing interactions and coordinating the resolution of defects within agreed service levels.

• Excellent communication and customer service skills, with the ability to manage expectations and resolve issues effectively
• Strong knowledge of post-completion processes, defect management, and construction quality standards
• Highly organised and capable of managing multiple priorities under pressure
• Experience with COINS or similar customer service platforms is desirable
• Proven experience in customer care within the new build housing sector (minimum 3-5 years preferred)