About the Role

We are seeking an experienced Customer Experience Specialist to join a growing residential construction team based in Hamilton.

This role is responsible for managing the customer journey from Sales Acceptance through to Site Start, coordinating customers, internal teams and external stakeholders to ensure a smooth and efficient pre-construction process.

You'll be responsible for keeping projects moving, managing customer expectations, coordinating documentation and approvals, and proactively following up outstanding items to ensure jobs progress on time.

Key Responsibilities

- Manage the customer journey from Sales Acceptance through to Site Start
- Act as the key point of contact for customers throughout the pre-construction process
- Conduct customer onboarding and welcome calls
- Maintain regular communication with customers and respond to enquiries promptly
- Manage customer expectations around timeframes, approvals and next steps
- Coordinate contracts, documentation and approvals
- Prepare and administer Building Contracts
- Liaise with councils, certifiers, developers, consultants and finance providers
- Work closely with Sales, Estimating, Drafting, Colour Selections, Construction and Finance teams
- Proactively follow up outstanding information and dependencies
- Monitor workflow milestones and ensure jobs continue progressing
- Maintain accurate customer records, file notes and workflow tasks
- Identify and escalate potential delays or issues




- Contribute to process improvements across the Retail Workflow team

About You
To be successful in this role, you will ideally have:

- Experience within residential construction, preferably with a volume home builder
- Strong understanding of pre-construction and pre-site processes
- Experience preparing and administering residential building contracts
- Knowledge of Queensland planning, approval and certification processes
- Exceptional customer service and relationship management skills
- Solid administration and organisational skills
- Excellent attention to detail
- Ability to manage multiple projects and deadlines
- Strong written and verbal communication skills
- A proactive approach with strong follow-through and accountability

Desirable:

- Experience with HIA contracts and REIQ documentation
- Experience using workflow management systems and CRM platforms
- Understanding of construction finance and land settlement processes

Why Join?
This is an excellent opportunity for an experienced construction professional who enjoys working closely with customers, coordinating multiple stakeholders and seeing projects progress from contract through to construction.
If you have strong residential construction experience and are looking for a role where you can take ownership of the customer journey, we'd love to hear from you.

Apply now with your resume to be considered.

📌 Customer Experience Specialist (Hamilton)
🏢 CGC Recruitment
📍 Hamilton