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.

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.

Key Responsibilities

Customer Journey Management

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

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

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

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

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

Defect and Issue Resolution

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

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

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

Team and Contractor Management

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

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

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

Cost and Compliance Management

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

• Process purchase orders, invoices, and financial documentation promptly.

• Identify opportunities for contra charges where applicable.

Reporting and Data Accuracy

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

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

• Comply with GDPR and all relevant data protection regulations.

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

Health and Safety

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

• Promote a safe and respectful working environment at all times.

Candidate Requirements

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

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

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

• Highly organised and capable of managing multiple priorities under pressure

• Experience with COINS or similar customer service platforms is desirable

• A proactive, solutions-focused approach and a genuine commitment to delivering exceptional customer outcomes