Job Description

Head of Customer Care/ Customer Experience

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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.

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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.

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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.

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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.

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Key Responsibilities

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Lead the Customer Care function across the pre-settlement, settlement, handover and post-settlement stages of the customer journey, ensuring a consistent and professional customer experience throughout.

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Set and maintain the standard for customer communication, ensuring interactions are clear, timely, accurate and aligned with the standards of the Mosaic brand.

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Lead and develop the Customer Care team, fostering accountability, capability and a commitment to exceptional service.

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Act as the senior point of escalation for complex, sensitive or high-risk customer matters, providing leadership, direction and support where required.

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Build strong relationships across the business, aligning stakeholders to deliver a seamless customer experience and consistent customer outcomes.

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Establish and maintain clear processes, frameworks and standards for customer communication, issue resolution, escalation management and documentation.

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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.

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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.

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Exercise sound judgement in balancing customer outcomes, commercial considerations and brand reputation, making decisions that support both customer confidence and business objectives.

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WHAT WE'RE LOOKING FOR

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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.

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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.

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An exceptional communicator who is articulate, composed and confident in managing expectations, navigating difficult conversations and holding positions where required.

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Strong judgement and discretion, with the ability to balance customer outcomes, commercial considerations and brand reputation when making decisions.

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A capable people leader with a track record of building high-performing teams, lifting capability and driving accountability.

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Highly organised and detail-oriented, with a disciplined approach to follow-through, execution and risk management.

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Able to build credibility and trust with customers and internal stakeholders, maintaining explicit ownership of outcomes and fostering alignment across teams.

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ABOUT MOSAIC

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

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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.

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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.

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

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LIFE AT MOSAIC

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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.

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Successful candidates will be contacted.

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