Head of Customer Service

Location: London (based across a central office and an on-site marketing suite)
Salary: Competitive, dependent on experience - full details discussed at interview stage
Contract: Full-time, Monday-Friday

Key selling points

• Lead the customer service function for a landmark super-prime residential development in London
• Build the team and processes from the ground up, ahead of first completions in 2028
• Genuine scope to progress into a senior leadership role as the team grows
• Work alongside an internationally renowned team of architects, interior designers and contractors
• Rare opportunity to shape a scheme from this early stage through to delivery

Highlights:

• A rare, one-of-a-kind super-prime development set within extensive landscaped grounds
• A significant collection of apartments and townhouses across multiple blocks, targeting the very top of the market
• Main sales launch beginning this September, with first completions due in 2028

About the opportunity

This is one of London's most significant super-prime residential developments, set within several acres of grounds and formal gardens. It comprises a substantial collection of generously sized apartments alongside a small number of townhouses, arranged across multiple blocks with extensive on-site amenity space. A proportion of units will be retained for rental, with strong interest anticipated from an international buyer pool. A specialist property management company has been appointed, with a wellness and gym operator soon to be confirmed.

What makes the role exceptional

Customer service is being retained in-house, and this role offers full ownership of the function from inception - from establishing the framework and systems to eventually recruiting and leading a team. It is a standalone, high-autonomy position for someone ready to build rather than inherit.

Key responsibilities

• Establish the customer service framework, systems and processes ahead of first completions
• Own the purchaser journey from point of exchange through to completion and induction
• Build relationships with purchasers, understanding and managing their expectations
• Select and implement a residents' portal and digital engagement tools
• Develop training materials and induction videos for the wider team
• Recruit and manage a second customer service professional within around six months
• Liaise with the appointed property managers and amenity operators
• Represent the development when showing designers and stakeholders around site

Requirements

• Proven experience in super-prime residential development is essential - candidates without this background will not be considered
• Track record of building customer service frameworks and processes from scratch
• Confident operating independently, without an existing team in place
• Experience managing the purchaser journey from exchange to completion
• Strong stakeholder management skills across developers, contractors and designers
• Excellent communication skills and meticulous attention to detail
• Experience recruiting and building a team as an organisation scales

Requirements for salary bandings will be discussed in the interview stages and screening calls.

Rewards and benefits

• Ownership of a customer service function from day one, on a landmark scheme
• Clear path to a senior leadership role as the team grows
• Exposure to an internationally renowned team of architects, designers and contractors
• Based across a central London office and an on-site marketing suite

We are an equal opportunities recruiter, valuing diversity and inclusion and welcoming applications from all suitably qualified individuals, regardless of background.