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