St. Modwen Homes

Vacancy Details

Customer Experience Consultant

Location: Copthorne, Gatwick

Hours of work: 37.5hr per week

Job Purpose

Our purpose is changing places, creating better futures.  Our Customer Experience Consultants have the pivotal role of introducing and enthusing our brand ethos, personality and homes to visitors of our developments. The role’s purpose is to bring to life the proposition of home with St Modwen, understanding and building authentic relationships with customers to deliver new home purchases in line with our sales targets

Key Accountabilities

• Make sure first and foremost we keep people safe when visiting and spending time with us.
• Achieve sales and sales progressions for the development.
• Utilise inspiring sales techniques incorporating the SMH ‘story’
• Seamless communication of the progress of the sales and production with the customer
• Builds and deploys an open and inclusive community engagement plan to local businesses, clubs and neighbours to create a supportive the local network for St Modwen.  Be the neighbour of choice
• Delivers an exceptional warm welcome to all visitors to engage them to stay and share important information about their next steps with us.
• Build rapport and relationships with all visitors to tailor the home buying experience to their absolute needs.
• Delivers the branded customer experience for all aspects of home buying including Welcome, Introductions, Showcase, Personalisation, Value Formulation, Hurdles, Purchase, Excitement Build and Arrival.
• Takes care of consumers personal information in line with our rules and updates our CRM (your little black book of customers) at each customer touch point.
• Be the “go to” person for customers through their purchase supporting and nurturing their needs and challenges with buying a home from us keeping in touch and up to date.
• Champions customer needs and expectations with the build team and keeps up to date with the quality and timings of each customers’ home
• Deploys the community in plan through local events and parties, hosting new visitors and those already known to us to encourage and build the community spirit that encourages people to consider moving and participating in community life at a St Modwen development
• Keeps a close eye on the competition and acts quickly to stay ahead of the pack
• Works with the conveyancing coordinator and other colleagues that every key point of the customer journey is planned to perfection to ensure the best experience is delivered by us for the customer
• Looks after the whole presentation space in terms of look, feel and vibe to make sure it feels like home, a really cool place for all visitors to be comfortable in and walking around, and maintains the best in class standards
• Builds great relationships with the team on site to support each other in delivering a great place for people to live.  Work hard and with mutual respect with colleagues to overcome challenges
• Contributes to improving the business by putting forward new ideas and by implementing change when requested to do so
• Work with the central marketing team to find unique and interesting ways to message the markets, offering your knowhow on the local areas and opportunities
• Work within the rules and policies of St Modwen which are there to support and protect you

About you

• You will role model the St. Modwen Values and Competencies
• You ‘do what you say’ as a self-starter with lots of energy
• You will be a great host with exceptional listening and relationship building skills


• You will role model the St. Modwen Values and Competencies
• You ‘do what you say’ as a self-starter with lots of energy
• You will be a great host with exceptional listening and relationship building skills


Apply Now

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