ABOUT THE ROLE The Head of Customer Care is a hands-on leadership role responsible for safeguarding and enhancing the customer experience at some of the most important stages of the Mosaic journey.

Leading the Customer Care function across the full customer lifecycle, from pre-settlement through to post-settlement and ongoing support, you will oversee customer communication, issue resolution and stakeholder engagement in an environment where complexity, competing priorities and elevated customer expectations are part of the landscape.

Reporting to the General Manager - Brand & Customer, you will lead the ongoing evolution of the function, strengthening capability, embedding discipline and driving consistency across the customer experience. While strategic in outlook, this is a role that remains close to delivery. You will take ownership of escalations, support critical decision-making and actively engage in key customer interactions to ensure customer confidence is maintained and outcomes are achieved.

You will be a visible and trusted presence for both customers and the team, bringing sound judgement, composure and accountability to situations that are often sensitive, complex and highly visible.

Key Responsibilities

- Lead the Customer Care function across the pre-settlement, settlement, handover and post-settlement stages of the customer journey, ensuring a consistent and skilled customer experience throughout.
- Set and maintain the standard for customer communication, ensuring interactions are clear, timely, accurate and aligned with the standards of the Mosaic brand.
- Lead and develop the Customer Care team, fostering accountability, capability and a commitment to exceptional service.
- Act as the senior point of escalation for complex, sensitive or high-risk customer matters, providing leadership, direction and support where required.
- Build strong relationships across the business,



aligning stakeholders to deliver a seamless customer experience and consistent customer outcomes.
- Establish and maintain clear processes, frameworks and standards for customer communication, issue resolution, escalation management and documentation.
- Monitor team and customer performance metrics, identify trends and opportunities for improvement, and drive initiatives that strengthen both the customer experience and the effectiveness of the function.
- Lead the management of post-settlement matters, including defects and warranty-related issues, ensuring timely resolution, proactive escalation of roadblocks and early identification of emerging trends and risks.
- Exercise sound judgement in balancing customer outcomes, commercial considerations and brand reputation, making decisions that support both customer confidence and business objectives.

WHAT WE'RE LOOKING FOR

- Proven experience leading customer care, customer service or customer experience functions in complex, high-stakes environments, ideally within property, construction, development or similarly technical industries.
- Comfortable operating in environments where competing priorities, customer concerns and delivery challenges are part of the landscape, with the ability to bring structure, clarity and control.
- An exceptional communicator who is articulate, composed and confident in managing expectations, navigating difficult conversations and holding positions where required.
- Strong judgement and discretion,



with the ability to balance customer outcomes, commercial considerations and brand reputation when making decisions.
- A capable people leader with a track record of building high-performing teams, lifting capability and driving accountability.
- Highly organised and detail-oriented, with a disciplined approach to follow-through, execution and risk management.
- Able to build credibility and trust with customers and internal stakeholders, maintaining clear ownership of outcomes and fostering alignment across teams.

ABOUT MOSAIC At Mosaic, we don’t just develop buildings, we shape places of enduring value and set new standards for what exceptional living looks like.

Mosaic Property Group is one of Queensland’s most awarded and respected residential developers, known for delivering architecturally striking, design-led buildings that stand the test of time. With a fully integrated model that spans development, design, construction, sales, and property management, Mosaic ensures every project is executed with an uncompromising commitment to quality, detail, and long-term value.

We are fiercely proud of what we create, but it’s our people who make it possible. Mosaic is powered by a high-performing team of industry leaders and rising stars — bold thinkers, problem solvers, and collaborators who care deeply about what they do and the legacy they leave behind.

If you value excellence and lead with authenticity, this is your prospect to grow with industry leaders and shape a career that’s both meaningful and rewarding.

LIFE AT MOSAIC

We’re a high-performing, collaborative team that takes pride in delivering work of enduring quality. You’ll be supported, challenged, and given the opportunity to make a real impact, every day.

Successful candidates will be contacted.

📌 Head of Customer Care/ Customer Experience (Brisbane)
🏢 Mosaic Property Group
📍 Brisbane