Customer Experience Executive

London Square; Uxbridge; On-site; GBP 25,000 - 45,000

Job description

About Us

London Square is a leading residential and mixed-use developer and Aldar-owned company, delivering communities in well-connected locations across Greater London. Since it was established in 2010, the award-winning company has delivered nearly 5000 homes, through a mix of prime, mid-market and homes of all tenures, including affordable homes through its independent provider Square Roots. Aldar and London Square are committed to creating world-class developments, anchored in high quality design, sustainability, and customer service excellence.

About The Role & Team

As a key member of the Sales support team and reporting into the Head of Customer Experience, your primary responsibility will be to ensure a seamless, positive, and customer-centric journey for our customers from the initial point of contact through to post-handover support. The role focuses on enhancing customer satisfaction, building brand loyalty, and fostering long-term relationships.

The role will be office-based working in our Head Office in Uxbridge.

Key Responsibilities

• End-to-End Journey Management: oversees the customer's journey from reservation through to completion and beyond, ensuring that every stage meets high standards and exceeds customer expectations.
• Ensuring Customer Satisfaction: By proactively addressing issues, anticipating needs, and delivering quality service to enhance customer satisfaction, which is critical for maintaining a positive reputation.
• Building Brand Loyalty: Through positive interactions and reliable support, to foster trust and loyalty, which can lead to recommendations and repeat business in future developments.
• Encouraging Referrals: Satisfied customers are more likely to refer friends and family, making excellent customer experience a powerful driver of new business through word-of-mouth.
• Consistent Communication: ensure customers are regularly updated on the status of their property and any relevant processes, reducing anxiety and keeping buyers informed.
• Liaising with Sales, Site, and Customer Service Teams: coordinate with various departments to address customer needs.
• Continuous Improvement: collect feedback to identify areas where the customer experience can be improved, whether it's streamlining communication, improving documentation, or adjusting the handover process.
• Implementing Changes: understanding customer feedback and industry best practices, make recommendations and work on initiatives to enhance the overall customer journey.
• Maintaining Standards: ensures that the company's service quality aligns with regulatory and company standards, including commitment to any industry-specific goals, such as environmental or sustainability initiatives.
• Driving Net Promoter Score (NPS) and Satisfaction Metrics: aim to achieve high customer satisfaction scores (e.g., NPS), as these are critical indicators of the company's reputation and service quality.
• Post-Handover Care: After the customer moves in, support ongoing customer service, coordinating with the aftercare team to address any issues, defects, or questions related to the property.

Key Skills & Experience

• Empathy and Communication Skills: Able to understand and respond to customers' needs with empathy, fostering a positive customer experience.
• Commitment to Service Quality: focused on delivering a high standard of service that aligns with the company's vision for customer experience.
• Detail-Oriented: Ensures that customer information, documents, and selections are accurately recorded and tracked.
• Time Management: Capable of prioritizing tasks to ensure timely communication and project progression, especially around critical dates like legal completions.
• Interpersonal Skills: Comfortable communicating with customers through various channels (phone, email, messaging apps) and maintaining a professional, friendly tone.
• Knowledge of Housebuilding Processes: Understanding the stages from customer exchange to legal completion and handover.
• Team Collaboration: Works well within cross-functional teams, supporting site teams, sales, and customer service to achieve common goals.

What’s in it for you?

Ensuring you have a work-life balance and stay healthy and happy is important to London Square. We offer the following core benefits:

• Competitive compensation package.
• Group Pension Scheme and Life Insurance.
• 25 Days holiday plus bank holidays including a holiday trading scheme and long service days.

Benefits

In addition to these core benefits, we offer other benefits which may result in tax or money savings. Some of these include:

• Bupa Dental Cover
• Bupa Employee Assistance
• Virtual GP Service
• Salary sacrifice scheme for electric vehicles
• Cycle to Work
• Gym Membership corporate discounts
• Health Cash Plan
• Perkpal (shopping discounts)
• Tech Scheme
• Payroll Giving

Our Commitment

London Square is a fresh, exciting and rewarding place to work and our success is based on the quality of our people. It is an exciting time to join London Square. If you think you have what it takes to be a part of our dynamic team, click on the link to apply.

London Square are proud to be an equal opportunities employer. If you require support as part of your application or require more information please email [e-mail].

At London Square, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success. We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.

You must be eligible to work in the UK to apply for this vacancy. London Square are not able to offer Visa sponsorship.

As part of our commitment to personal data privacy, we want to share how we will use your application data. This data will be held in our system to process your application to this role, and to consider you for any future opportunities which match your experience. For further information, please review our privacy policy Privacy Policy & Cookies | London Square.