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My client is one of the leading property developers throughout London and have amazing schemes throughout East London & Essex! They are actively looking ot hire someone with amazing customer experience skills who is able to manage customers through the process and deliver a seamless customer journey.
Customer Experience & Journey Delivery
- Be the dedicated customer contact from exchange through to 20 weeks post-completion.
- Coordinate and deliver regular updates on build progress and key milestones.
- Manage and track all customer touchpoints to ensure timely delivery and full compliance with our Customer Journey process.
- Conduct home demonstrations, handovers, and Customer Journey visits where required.
- Support customer satisfaction tracking and drive continuous improvement initiatives.
Collaboration & Communication
- Work cross-functionally with Sales, Site, and Customer Service teams to ensure a seamless experience.
- Escalate and manage customer concerns effectively, ensuring swift and satisfactory resolution.
- Attend site meetings and present on Customer Journey milestones and updates.
- Provide accurate reports and customer feedback insights to senior stakeholders.
Quality, Reporting & Compliance
- Maintain detailed records and reporting for all interactions and key metrics.
- Contribute to monthly KPI reviews, identifying trends and opportunities for improvement.
- Ensure compliance with internal procedures and external standards (NHBC, HBF, etc.).
