Customer Experience Executive in London

At Hill, we understand that moving into a new home is more than a transaction — it’s a life moment. As our Customer Experience Executive, you’ll be the main point of contact for new homeowners during this critical time, ensuring a smooth, welcoming and memorable experience from home demonstration to early aftercare. You’ll coordinate key stages of the customer journey, working closely with internal teams to ensure service is seamless, professional and aligned with Hill’s 5-star standards.

What you’ll do:

• Be the key point of contact for customers from demonstration through to post-completion (up to 20 weeks after handover)
• Manage and deliver clear, confident communications at every stage of the journey
• Track journey milestones and ensure visits, documentation and updates are on time and accurate
• Support handovers, journey visits, and customer briefings to build trust and confidence
• Escalate and follow through on customer concerns until resolution
• Collaborate with Sales, Production and Customer Service to reduce risk and ensure consistency
• Present updates at site meetings and promote awareness of the Customer Journey across teams
• Maintain accurate records and provide regular updates on KPIs and customer satisfaction scores
• Help identify and implement improvements to elevate the customer experience

What we’re looking for:

• Experience in customer service or site-based roles (construction or residential sectors ideal)
• Strong communication skills—both written and verbal—with a warm, professional tone
• A proactive, organised approach to problem-solving and coordination
• Strong attention to detail and time management
• Understanding of the housebuilding industry and HBF standards is a plus
• Ability to build trust with customers and influence internal teams effectively
• Comfortable working under pressure and managing multiple priorities
• Financial and health & safety awareness preferred

What you’ll get:

• 25 days holiday (plus bank holidays)
• Healthcare cashback plan and wellbeing platform
• Hill Incentive Scheme and retail discounts
• Paid volunteering days and structured career development
• A collaborative environment where your growth is supported, and your work has real impact

Why Hill?

At Hill, we offer more than just a job — we offer the opportunity to make a real and lasting impact. Every person here contributes to delivering sustainable, high-quality homes and shaping vibrant communities across the UK. Our culture is underpinned by our values:

• Ambition – we set bold goals and support each other to exceed them
• Impact – we focus on delivering meaningful outcomes
• Agility – we move quickly, adapt confidently, and embrace change
• Collaboration – we work together to achieve more, sharing success along the way

As a privately owned business, we’re able to move with pace and purpose. We invest in people, support career growth, and empower individuals to lead from wherever they stand. Hard-working, driven people thrive here — and are recognised for what they deliver and how they deliver it. Join Hill and be part of a forward-thinking, values-led team. Together, we’re not just building homes — we’re building a lasting legacy.

We are proud to be a Disability Confident Employer. We welcome applications from all backgrounds and can provide adjustments throughout the recruitment process.