Assistant Customer Experience Manager - Mandarin speaking
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The Role
We’re looking for an organised, relationship-driven, Mandarin speaking 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 feels effortless.
In this role, you’ll be a key part of our growing Customer Experience team as two major London schemes – One Clapham Junction and Byng Street – reach their completion phases. You’ll join the team at Clapham first, then move to Byng Street. You’ll coordinate the end-to-end process that turns a unit into a home, working 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 keep every detail moving. You’ll reply to all stakeholders the same day, support our world-class NPS, and gain exposure to teams across Site, Sales, and Interior Design. You’ll report into Laura (Head of Customer Experience) and join a supportive team that knows the importance of clear communication and plate-spinning with precision.
You’ll have at least 12 months’ customer-facing experience – ideally from construction, a housing association or a main contractor background, though hotel, motor, or retail industry backgrounds are also welcome. Competence with online data or booking systems is essential; Salesforce experience is a great extra. You’re calm under pressure, firm but fair with suppliers, respectful with customers, and above all else – organised.
Ours is a high-performance culture. High performance here means 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.
Mount Anvil
What we do: We’ve worked in partnership for 31 years to create outstanding places in London. We’re growing, with our construction turnover doubling, and with a pipeline of new projects where we’re raring to get started and make a difference.
Why we’re here: We’re here to pursue better, differently.
Better: One of The Sunday Times’ “100 Best Small Companies to Work For” for over a decade, winner of multiple Pride In The Job and WhatHouse awards for our people and the quality of our homes, and proud to have the nation’s best site in our ranks (winning the highest possible marks across the Considerate Constructors Scheme’s five areas – the first site ever to do so in 22 years of the CCS).
Differently: Our culture is unusual. Different means more transparent with information. More direct with feedback that helps us all grow. More rigorous about setting goals, then giving more freedom to go and achieve them. It’s definitely not for everyone. We don’t hire know-it-alls, we hire “learn-it-alls”. As our CEO, Killian, says: “We work hard to find people who thrive on context and responsibility, rather than rules and procedures. We then work like owner managers, not a leader and a load of helpers.”
Benefits:
Private medical insurance for you through Vitality (including discounts on spa breaks, cinema tickets and your food shopping, free Starbucks, 50% off Virgin Active Membership and more).
Income Protection Insurance to help you cope financially if you’re unable to work due to illness or injury, Life Assurance equivalent to four times your salary, 25 days annual leave & Bank Holidays, enhanced maternity and paternity leave and workplace nursery salary sacrifice, allowing you to save tax and NI on monthly nursery fees.
We think the best benefit of being here is the learning culture and the ability to make a real difference – we dislike hierarchy and politics, and “not my job” isn’t in our vernacular. Which means if you really care about raising the bar and really want to feel connected to the end product, as opposed to like a cog in a big machine, this could be the place for you to grow your career.