Overview
We’re looking for an organised, detail-orientated, Assistant Customer Experience Manager on a 12-month FTC with super‑high standards, making sure every Mount Anvil home is ready for handover, so our customers’ first day in their new home is seamless. You’ll be based on one of our existing schemes, The Verdean, a Joint Venture with our partner Peabody, based in Acton. A short walk to the Elizabeth Line and a 20‑minute train into Central London. You’ll join an already established team who have already delivered the 1st phase here and have a great network of teammates.
Responsibilities
In this role, you’ll coordinate the end‑to‑end process that turns a unit into a home, working closely with on‑site teams, Lettings, Managing Agents, furniture suppliers, and snaggers to keep everything on track. From booking appointments and tracking inspections to registering properties, sending concierge emails, and updating Salesforce, you’ll ensure every detail keeps moving. You’ll reply to all stakeholders on the same day, support our world‑class NPS, and gain valuable exposure to teams across Site, Sales, and Interior Design. As a key part of our growing Customer Experience team, you’ll be supporting this major scheme as it reaches its completion phases. You’ll report into Laura (Head of Customer Experience) and join a supportive team that values clear communication and the ability to manage multiple priorities with complete accuracy.
Qualifications
You’ll be calm under pressure, firm but fair with suppliers, respectful with customers, and above all else, highly organised. You’ll have at least 12 months’ customer‑facing experience, ideally within construction, a housing association, or a main contractor environment, though backgrounds in the hotel, motor, or retail sectors are also welcome. Confidence using online data or booking systems is essential.
Culture & Expectations
Ours is a high‑performance culture. High performance in this role is proactively contacting 100% of stakeholders to keep completions on track, aligning diaries for key inspections, keeping a laser focus on detail while juggling competing demands, and keeping timely promises to our customers, agents and third parties.
This is a culture where you’ll be giving and getting feedback from day one, because we think it’s the fastest way to learn and to build trust. We want to be challenged by you, too – we hate unnecessary hierarchy and “my way or the highway” has no place here.
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