Customer Experience Manager

Are you passionate about delivering exceptional customer service within the residential property sector? Do you enjoy building strong relationships, resolving issues proactively, and ensuring residents receive an outstanding experience throughout their homeownership journey?

We're looking for a Customer Experience Manager to join our on-site estates team. Working with a leading residential developer in South East London, this is an exciting opportunity to become the key point of contact for residents, ensuring a seamless customer experience while managing enquiries relating to leasehold properties, maintenance, defects, and aftercare.

As the Customer Experience Manager, you'll act as the face of the development, providing a professional, approachable, and solutions-focused service to residents. You'll work closely with the developer, contractors, managing agents, and internal teams to ensure issues are resolved efficiently and customer expectations are consistently exceeded.

Key responsibilities include:

• Delivering an exceptional customer experience for residents across the development.
• Acting as the first point of contact for enquiries relating to leasehold management, property ownership, and resident services.
• Coordinating and managing maintenance requests.
• Overseeing defect management and snagging issues.
• Responding to resident enquiries professionally, providing clear guidance on leases, maintenance responsibilities, and property management processes.
• Building positive relationships with homeowners, residents, contractors, and stakeholders.

The successful person should have:

• Previous experience in a Customer Experience, Customer Care, Resident Services, or Property Management role within residential property.
• A strong understanding of leasehold management and the customer journey within residential developments.
• Experience managing maintenance requests, defect management and snagging processes.
• Excellent communication and relationship-building skills with the ability to manage customer expectations effectively.
• A calm, professional, and empathetic approach when resolving customer queries.
• Strong organisational skills with the ability to manage multiple priorities.
• A proactive mindset with a passion for delivering outstanding customer service.

What's on offer?

• Competitive salary and benefits package.
• The opportunity to work on-site with a prestigious residential developer.
• A collaborative and supportive working environment.
• Ongoing training and professional development.
• The chance to play a key role in creating an exceptional living experience for residents.

If you're passionate about customer service and enjoy making a genuine difference to residents' experiences, we'd love to hear from you.

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