<h1><strong>Customer Experience Manager - New Homes</strong></h1><p><strong>Enfield / North &amp; West London Sites </strong><br /><strong>£55,000 - £57,500 + Car Allowance</strong></p><h3><strong>Experienced in new build aftercare and comfortable managing defects on-site?</strong></h3><p>This is a <strong>hands-on Customer Experience Manager role</strong> with an established housebuilder delivering large-scale residential developments across London.</p><p>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.</p><h2><strong>Why Join?</strong></h2><ul><li>Established developer with a strong pipeline of upcoming schemes</li><li>High staff retention within the customer care team</li><li>Supportive team with down-to-earth leadership style</li><li>Opportunity to take ownership of key developments and accelerate your career as the business continues to grow</li></ul><p> </p><h2><strong>The reality of this role:</strong></h2><p>This is <strong>not a desk-based customer service role</strong>.</p><p>You will be:</p><ul><li>Regularly on-site across multiple developments (Enfield, Park Royal, Watford &amp; upcoming schemes)</li><li>Managing defects and contractor performance</li><li>Acting as the main point of contact for homeowners, including escalations</li><li>Coordinating works across multiple stakeholders and trades</li><li>Taking full accountability for the customer experience post-completion</li></ul><p>Ideal for someone who is <em><strong>organised, resilient, and comfortable being hands-on and visible on-site</strong>.</em></p><h2><strong>What you'll be doing:</strong></h2><ul><li>Managing the full customer journey from reservation through to the 2-year warranty period</li><li>Conducting <strong>pre-completion inspections and home demonstrations</strong></li><li>Overseeing and resolving <strong>defects (including complex or historical issues)</strong></li><li>Coordinating contractors and ensuring works are completed on time</li><li>Maintaining strong relationships with homeowners and internal teams</li><li>Driving a <strong>proactive, solutions-focused approach</strong> to customer care</li></ul><h2><strong>What we're looking for:</strong></h2><ul><li>3+ years' experience in new build customer care / aftercare.</li><li>Strong experience managing defects and contractor performance.</li><li>Confident dealing with challenging situations and escalations.</li><li>Highly organised with the ability to manage multiple plots and priorities.</li><li>Comfortable travelling between sites and being site-based when required.</li><li>Someone looking for a long-term move, not a short-term stop-gap.</li></ul><h2><strong>Process</strong></h2><ul><li><strong>Interviews by last week of April 2026</strong></li><li>Quick decision-making for the right candidate</li><li><em><strong>Immediate starters or short notice preferred</strong></em></li></ul><h2><strong>Interested?</strong></h2><p>If you have solid experience in new build aftercare and are looking for a hands-on role, get in touch to discuss further.</p>

New Homes Customer Experience Manager - Barnet - £55k


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