Customer Experience Manager - New Homes

Enfield / North & West London Sites
£55,000 - £57,500 + Car Allowance

Experienced in new build aftercare and comfortable managing defects on-site?

This is a hands-on Customer Experience Manager role with an established housebuilder delivering large-scale residential developments across London.

You'll take full ownership of the homeowner journey from reservation through to post-completion, ensuring defects are managed effectively and customers receive a high-quality service throughout.

Why Join?

• Established developer with a strong pipeline of upcoming schemes
• High staff retention within the customer care team
• Supportive team with down-to-earth leadership style
• Opportunity to take ownership of key developments and accelerate your career as the business continues to grow

The reality of this role:

This is not a desk-based customer service role.

You will be:

• Regularly on-site across multiple developments (Enfield, Park Royal, Watford & upcoming schemes)
• Managing defects and contractor performance
• Acting as the main point of contact for homeowners, including escalations
• Coordinating works across multiple stakeholders and trades
• Taking full accountability for the customer experience post-completion

Ideal for someone who is organised, resilient, and comfortable being hands-on and visible on-site.

What you'll be doing:

• Managing the full customer journey from reservation through to the 2-year warranty period
• Conducting pre-completion inspections and home demonstrations
• Overseeing and resolving defects (including complex or historical issues)
• Coordinating contractors and ensuring works are completed on time
• Maintaining strong relationships with homeowners and internal teams
• Driving a proactive, solutions-focused approach to customer care

What we're looking for:

• 3+ years' experience in new build customer care / aftercare.
• Strong experience managing defects and contractor performance.
• Confident dealing with challenging situations and escalations.
• Highly organised with the ability to manage multiple plots and priorities.
• Comfortable travelling between sites and being site-based when required.
• Someone looking for a long-term move, not a short-term stop-gap.

Process

• Interviews by last week of April 2026
• Quick decision-making for the right candidate
• Immediate starters or short notice preferred

Interested?

If you have solid experience in new build aftercare and are looking for a hands-on role, get in touch to discuss further.