Customer Experience Sales Manager

• Location - Hampstead, London
• Basis - Full time, permanent
• Salary - Up to £60,000 basic salary + commission scheme & enhanced benefits

We are Pegasus Homes, a vibrant, dynamic business who are proud to design, build, and create high-quality homes with a focus on independent later living. Our developments are beautifully designed offering stunning community living for the over 60's.

We are excited to have created a brand new role for a Customer Experience Manager to join us.

This is a unique role in our most prestigious development. Just a stone’s throw from the heart of village life in Hampstead, Fitzjohn’s is a collection of 29 one, two and three bedroom apartments designed by award winning architects, offering social spaces which include a club lounge, spa with hydrotherapy pool, fitness studio, treatment rooms, landscaped gardens, secure underground parking and 24 hour concierge.

About the role

As a key player in our sales team, you will prioritise our customers across every aspect of your work, making it your mission to provide an outstanding customer experience for everyone who visits Fitzjohn's. You’ll manage the customer journey, starting with an exceptional first impression—whether it’s responding to initial inquiries, collaborating with our Estate Agents during visits, supporting the sales process, or ensuring a seamless move-in day through to working alongside the on site team to ensure a positive experience throughout their residency.

Reporting to the Sales Director, you will embody Fitzjohn's brand, serving as a role model for the on-site team. Leading by example, you’ll create memorable experiences for both visitors and residents, ensuring they receive a five-star service from the moment they arrive.

Your responsibilities will include:

• Be the first point of contact for customers, providing a warm welcome for incoming inquiries, assessing their needs, and entering information into Salesforce CRM.
• Collaborate with our appointed Estate Agents to schedule customer viewings, coordinating with the on-site team to ensure everyone is informed of specific requests in advance.
• Act as a presentation ambassador alongside the on-site team, ensuring that all external areas, communal spaces and available apartments are maintained to the highest standards and fully prepared for viewings. This includes activating the areas with proper lighting levels, seasonal temperature, pleasant scents, and thoughtful finishing touches to leave a lasting impression on customers and residents alike.
• Liaise with the on site team to organise the Independent Living Meeting with the customer to ensure they meet the criteria to live at Fitzjohns Avenue.
• Coordinate with the Completions Manager to ensure apartments are snagged before occupation.
• If necessary be available to coordinate projects for reserved customers such as meeting with interior designers, curtain suppliers and trades.
• Collaborate actively with the Sales and Marketing teams and our partner Estate Agents to maximise high-quality leads and encourage visits.

About you

It is essential to be able to demonstrate experience of working with High Net Worth Individuals in a sales capacity or at least 5 years experience in a luxury service environment in a Front of House/Hospitality/Sales

You will have Management or Customer Relations experience and an excellent understanding of the 5 star hospitality industry or within a prestigious sales environment.

Skills & knowledge

• Excellent local knowledge of Hampstead and the local community
• We encourage a diverse workforce however you will be required to have an excellent level of written and spoken English and be eligible to work in the UK.
• A multi-tasker – with your excellent organisation skills, you can prioritise workload and also adapt to changing priorities where needed.
• Knowledge of Customer Service principles
• A good working knowledge of Google suite
• Ability to handle customer issues with diplomacy and resolution

Attributes

• You will be an impeccably presented individual who possesses excellent customer service skills with your ability to engage with our customers being one of your greatest assets.
• A positive can-do attitude, you are calm under pressure, able to work both independently and as part of a team.
• A passion for hospitality and excellent customer service – you are all about creating memorable experiences for others.
• Personable and engaging with the ability to build rapport easily, with great communication skills that allows you to work with and influence a wide range of people including colleagues, customers and residents
• High level of Integrity and professionalism

Please note this position is subject to an enhanced DBS check.

Our benefits & rewards

We offer fantastic benefits which look after your Financial, Mental and Physical Wellbeing as we believe it is important that we are able to support our employees across all three of these elements in order to ensure an effective work life balance. By joining us you'll enjoy a benefits package that includes:

• Enhanced annual leave & holiday buying scheme
• Contributory pension scheme with additional employer contribution,
• Life Assurance
• Two paid volunteering days per annum
• Employee Assistance Programme
• Health Cash Plan & Virtual GP
• Discounted Gym Membership
• Company Discounts Portal
• Refer a friend scheme and access to internal opportunities

If you have the skills and experience we are looking for we'd love to hear from you!

As an equal opportunities employer, we are committed to the equal treatment of all current and prospective employees and we do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.

As an equal opportunities employer, Pegasus Homes welcomes applications from all sectors of the community. In line with UK Immigration and Employment Law, only applicants eligible to live and work in the UK need apply.