Job Introduction
What you’ll do
Are you a confident, outgoing communicator who loves helping people find their way home? As the first point of contact for NHG Homes, you’ll be the welcoming voice and helpful hand for customers inquiring about our stunning new Shared Ownership developments across London and existing leaseholders looking to sell or buy more shares in their homes. More than just providing information, you’ll dive into our customers' hopes and dreams, understanding their financial needs and aspirations to ensure a seamless transition to our site-based sales executives. If you are an ethical, tech-savvy salesperson who can build instant rapport and inspire confidence from the very first hello, we want to hear from you.
As a Customer Experience Executive, you’ll play a key role in delivering a seamless, end‑to‑end sales journey for NHG customers. You’ll ensure every stage of the process — from reservation through to exchange and completion — is handled professionally, accurately and in line with data governance standards. You’ll also act as a vital support function to the Sales and Home Ownership Progression teams, helping to maintain a smooth, customer‑centred operation.
How you’ll do it
- Deliver excellent customer service: Respond to sales and home ownership enquiries by phone and email within agreed timescales, providing clear communication and resolving queries at first contact wherever possible.
- Manage customer data: Update databases regularly, ensuring accurate input of customer information and warm leads before passing them to Sales Executives for conversion.
- Ensure compliance: Input all key customer data correctly and ensure all sales follow the required Business Performance flow.
- Support system management: Assist with maintaining data within NHG’s sales system, including electronic Plot Files.
- Provide operational support: Help the Voids and Progression teams with checking and filing void checklist forms on an ad hoc basis.
- Work safely and responsibly: Follow all NHG and statutory policies, including health and safety and financial regulations.
The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
You’re a confident communicator who thrives in a customer facing environment and enjoys working in a fast paced, target driven setting. You’re motivated by delivering excellent service, building rapport and supporting customers through important milestones.
You bring NHG’s values to life and you demonstrate these through your approach to teamwork, problem solving and customer care. You’re organised, detail focused and comfortable managing data accurately while juggling multiple tasks.
Essential skills/experience
Professional experience
- Experience working in a customer‑facing environment and delivering excellent customer service.
- Experience in a target‑driven, sales‑focused environment.
- Understanding of affordable home ownership products (e.g., Shared Ownership, staircasing, private sale) and the conveyancing process in England.
- Understanding of the London property market.
Skills
- Strong cross‑selling and lead‑conversion skills.
- Excellent interpersonal and communication abilities.
- High attention to detail and understanding of data governance, including data quality and completeness standards.
- Intermediate IT skills, including Microsoft Office, CRM systems and databases.
Working arrangements: Spend at least two days a week in an office, with the option to work from home on other days depending on business needs.
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme
- Life Assurance x 4 annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.
For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now! Closing date is 23 June 2026
Step 2: Successful candidates will be asked to do an assessment
Step 3: Successful candidates will be invited to interview
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
This role is not eligible for sponsorship.
Should a redeployee apply for this role, their application will be considered before any others.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
