At a Glance
- Tasks: Lead and build the customer service function for a landmark residential development.
- Company: Join a prestigious property management company in central London.
- Benefits: Competitive salary, clear path to leadership, and exposure to top industry professionals.
- Other info: Dynamic role with high autonomy and significant career growth potential.
- Why this job: Shape a unique project from inception to delivery and make a real impact.
- Qualifications: Experience in super-prime residential development and customer service frameworks required.
The predicted salary is between 60750 - 74250 £ per year.
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.
Head of Aftercare in London employer: deverellsmith
Deverellsmith is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee development, you will have access to comprehensive benefits, including a competitive salary, discretionary bonuses, and travel allowances, all while working on exciting high-rise construction projects that shape the city's skyline.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Aftercare in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at deverellsmith. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like deverellsmith before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Aftercare in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to deverellsmith:Your cover letter is your chance to shine! Tell us why you want to work at deverellsmith specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at deverellsmith!
How to prepare for a job interview at deverellsmith
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
