Customer Experience Executive

Department: Customer Service
Reporting to: Head of Customer Service / Customer Service Manager
Location: Cambridge
Salary: £40,000 - £47,000 depending on experience
Employment Type: Permanent

About the Role

We are looking for an experienced and customer-focused Customer Experience Executive to join our Customer Service team.

This is a hands-on role where you will be the key point of contact for customers throughout their journey - from the point they are introduced to their new home, through to handover and beyond.

You will play a vital role in ensuring our homes meet the highest standards at handover and that any issues or defects are managed quickly, professionally and positively. Working closely with Construction, Sales, site teams and subcontractors, you will take ownership of the customer relationship and ensure customers feel supported, informed and confident throughout their new home journey.

This is an excellent opportunity for someone with experience within housebuilding, construction or a related industry, who is passionate about delivering an outstanding customer experience.

Key Responsibilities

Quality Inspections & Pre-Completion

• Liaise with project and site teams to understand relevant developments, properties, customers and specifications.
• Keep up to date with site-specific products, specifications, upgrades and changes.
• Attend properties and undertake thorough Quality Inspections.
• Confirm when properties have successfully completed inspection and are ready for handover.
• Identify and report any issues where inspections are unsuccessful and work with site teams to agree appropriate resolutions and timescales.
• Oversee pre-completion inspections and manage issues with site teams and subcontractors, ensuring homes are handed over to the required standard and as defect-free as possible.

Home Demonstrations

• Conduct Home Demonstrations in line with company procedures and guidelines.
• Identify, record and communicate any issues or customer concerns.
• Coordinate the resolution of issues with the relevant teams and provide customers with clear timescales.
• Maintain oversight of remedial works to ensure issues are resolved effectively and to the customer's satisfaction.
• Ensure keys, guarantees, warranties, manuals and user guides are available and ready for the customer.
• Ensure homes are fully customer-ready ahead of move-in, including any required customer welcome items.
• Upload relevant plot-specific documentation to the customer portal.
• Maintain appropriate records of manuals and user guides for each development.

Customer Handover

• Arrange and conduct customer handovers following legal completion.
• Walk through the property with customers, reviewing any outstanding items identified during previous inspections or the Home Demonstration.
• Check key elements of the property with the customer and ensure any issues are accurately recorded.
• Take meter readings and ensure all required handover documentation is completed and signed.
• Provide a professional and welcoming experience at what is an important milestone for the customer.

Post-Completion Customer Service

• Proactively contact customers following their move to ensure they are settling into their new home and to identify any concerns.
• Conduct courtesy visits and calls following handover.
• Coordinate with site teams and subcontractors to resolve customer issues throughout the post-completion period.
• Manage outstanding works and ensure customers are kept fully informed of progress.
• Monitor issues through to successful resolution, maintaining ownership and accountability throughout.
• Provide feedback to the Customer Service leadership team on customer trends, recurring defects and areas for improvement.
• Identify repetitive issues and work collaboratively with relevant teams to help improve the customer experience.
• Undertake general administration and diary management as required.

Home & Warranty Inspections

• Undertake warranty inspections and End of Defects inspections.
• Carry out customer property inspections where required.
• Manage defects reported by Housing Associations and coordinate resolution with relevant subcontractors.
• Ensure inspection findings and remedial actions are accurately recorded and followed through.

About You

We are looking for someone who is confident working in a fast-paced, customer-focused environment and who can build strong relationships with both customers and internal stakeholders.

You will ideally have:

Essential

• Experience within housebuilding, construction or a related industry.
• Experience engaging with senior stakeholders.
• Strong face-to-face customer service experience.
• Excellent communication and interpersonal skills.
• The confidence to manage potentially complex customer situations professionally.
• The ability to build effective relationships with customers, site teams, subcontractors and internal stakeholders.
• A proactive approach with the ability to take ownership and see issues through to resolution.

Desirable

• Strong project management and organisational skills.
• Experience managing defects, snags, inspections or post-completion works.
• Experience within a new homes or residential development environment.
• The ability to work independently, prioritise workloads and use initiative.
• Excellent attention to detail and strong administrative skills.
• The ability to anticipate potential customer issues and take action before they escalate.
• Confidence to challenge appropriately and influence internal stakeholders.
• A flexible approach to working hours, including occasional early mornings, evenings and weekends where required.

What You'll Bring

Above all, you'll be passionate about delivering an exceptional customer experience. You'll be organised, reliable and proactive, with the confidence to work across multiple teams and take ownership of customer issues from identification through to resolution.

You'll understand that buying a new home is a significant milestone and will be committed to making the experience as smooth, positive and reassuring as possible for every customer.

If you're an experienced customer service professional from a housebuilding or construction background and are looking for a role where you can make a genuine difference to the customer journey, we'd love to hear from you.

Apply today to take the next step in your career as a Customer Experience Executive.