Customer Experience Advisor

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.)