Head of Aftercare

Head of Customer Service Location: London (based across a central office and an on-site marketing suite)Salary: Competitive, dependent on experience - full details discussed at interview stageContract: Full-time, Monday-FridayKey selling pointsLead the customer service function for a landmark super-prime residential development in LondonBuild the team and processes from the ground up, ahead of first completions in 2028Genuine scope to progress into a senior leadership role as the team grows Work alongside an internationally renowned team of architects, interior designers and contractorsRare opportunity to shape a scheme from this early stage through to deliveryHighlights:A rare, one-of-a-kind super-prime development set within extensive landscaped groundsA significant collection of apartments and townhouses across multiple blocks, targeting the very top of the marketMain sales launch beginning this September, with first completions due in 2028About the opportunityThis is one of London's most significant super-prime residential developments, set within several acres of grounds and formal gardens. It comprises a substantial collection of generously sized apartments alongside a small number of townhouses, arranged across multiple blocks with extensive on-site amenity space. A proportion of units will be retained for rental, with strong interest anticipated from an international buyer pool. A specialist property management company has been appointed, with a wellness and gym operator soon to be confirmed.What makes the role exceptionalCustomer service is being retained in-house, and this role offers full ownership of the function from inception - from establishing the framework and systems to eventually recruiting and leading a team. It is a standalone, high-autonomy position for someone ready to build rather than inherit.Key responsibilitiesEstablish the customer service framework, systems and processes ahead of first completionsOwn the purchaser journey from point of exchange through to completion and inductionBuild relationships with purchasers, understanding and managing their expectationsSelect and implement a residents' portal and digital engagement toolsDevelop training materials and induction videos for the wider teamRecruit and manage a second customer service professional within around six monthsLiaise with the appointed property managers and amenity operatorsRepresent the development when showing designers and stakeholders around siteRequirementsProven experience in super-prime residential development is essential - candidates without this background will not be consideredTrack record of building customer service frameworks and processes from scratchConfident operating independently, without an existing team in placeExperience managing the purchaser journey from exchange to completionStrong stakeholder management skills across developers, contractors and designersExcellent communication skills and meticulous attention to detailExperience recruiting and building a team as an organisation scalesRequirements for salary bandings will be discussed in the interview stages and screening calls.Rewards and benefitsOwnership of a customer service function from day one, on a landmark schemeClear path to a senior leadership role as the team growsExposure to an internationally renowned team of architects, designers and contractorsBased across a central London office and an on-site marketing suiteWe are an equal opportunities recruiter, valuing diversity and inclusion and welcoming applications from all suitably qualified individuals, regardless of background.