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.
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