Customer Experience Manager

Job Title: Customer Experience Manager (New Build Developer – West London Sites) Location: West London (covering multiple development sites) Start Date: Immediate About the Role We are seeking a proactive and personable Customer Experience Manager to join a growing new build developer on a freelance basis, supporting multiple residential sites across West London. This is a customer-facing role with a strong administrative focus, ideal for someone who thrives in a fast-paced environment, enjoys building relationships, and can manage a varied workload with professionalism and efficiency. Key Responsibilities * Act as a key point of contact for homeowners, purchasers, and customers throughout their journey * Deliver a high standard of customer service, handling queries and resolving issues promptly and professionally * Manage customer communications via phone, email, and in person across multiple development sites * Coordinate and maintain accurate customer records, reports, and documentation * Support with defect logging, follow-ups, and liaising with internal teams and contractors to ensure timely resolution * Assist with handover processes and post-completion customer care * Carry out general administrative duties, including scheduling appointments, updating systems, and preparing reports * Build positive relationships with site teams, sales teams, and customers to support a seamless customer experience * Travel between West London sites as required Requirements * Previous experience in a customer-facing role, ideally within property, construction, customer care, or housing * Strong administrative and organisational skills with excellent attention to detail * Proven experience dealing directly with customers and managing customer expectations * Flexible and adaptable approach to work, with the ability to support multiple sites and changing priorities * A quick learner who can pick up systems, processes, and project requirements efficiently * Strong communication skills, both written and verbal * Ability to work independently and manage workload effectively in a freelance capacity * Proficient in Microsoft Office and general CRM/admin systems * Full UK driving licence and access to a vehicle preferred What We’re Looking For * Professional and approachable manner * Solutions-focused mindset * Highly organised and reliable * Confident working autonomously * Positive attitude and willingness to adapt in a growing business