Our client is an award-winning residential builder with decades of experience and an exciting pipeline of growth ahead. They have built a strong reputation across Queensland for quality homes, great customer experiences and a well-established team.

As the business continues to grow, they are now looking for an experienced Customer Service Manager to take ownership of their pre-site customer service function and lead a dedicated team.

This is a excellent opportunity for someone who enjoys leading people, improving processes and delivering an exceptional customer experience within the residential building industry.

ABOUT THE COMPANY

Our client is an award-winning residential builder with decades of experience and an exciting pipeline of growth ahead. They have built a strong reputation across Queensland for quality homes, great customer experiences and a well-established team.

As the business continues to grow, they are now looking for an experienced Customer Service Manager to take ownership of their pre-site customer service function and lead a dedicated team.

This is a great chance for someone who enjoys leading people, improving processes and delivering an exceptional customer experience within the residential building industry.

ABOUT THE ROLE

As the Customer Service Manager, you will play a key role in overseeing the customer journey through the pre-construction phase while leading and supporting a team of Customer Service professionals.

You will be responsible for ensuring the team is delivering a high level of service, keeping customers informed and ensuring projects move smoothly through the pre-site process.

DUTIES

- Lead, manage and support a team of Pre‑Site Customer Service professionals
- Oversee the customer service function and ensure a consistently high level of customer experience
- Coach and mentor the team, providing guidance and support to achieve individual and team targets




- Manage customer expectations and ensure clients are kept informed throughout the pre‑construction phase
- Act as an escalation point for complex customer queries and issues
- Build and maintain strong relationships with clients throughout their building journey
- Oversee building approvals and ensure QBCC applications and relevant documentation are completed accurately and on time
- Ensure all conditions of Building Contracts are met prior to construction
- Monitor team workflows, deadlines and performance to ensure projects progress efficiently
- Identify opportunities to improve systems, processes and the overall customer experience
- Work closely with Construction, Estimating, Sales and Administration teams to ensure a smooth handover into construction
- Maintain accurate customer and project information across internal systems

WHAT YOU'LL NEED

- Previous experience managing or leading a customer service team, ideally within residential construction
- Minimum 3+ years' experience within the new home building industry
- Strong understanding of the pre‑site / pre‑construction process
- Excellent customer service and communication skills
- Confident managing customer escalations and difficult conversations
- Strong leadership, coaching and people management skills
- Highly organised with exceptional attention to detail
- Ability to manage multiple projects, deadlines and priorities
- A positive, solutions‑focused attitude with the ability to take ownership and get things done

WHAT YOU'LL GET

- Competitive salary package
- Leadership role with a well‑established residential builder
- Opportunity to make a genuine impact across the customer service function
- A supportive, collaborative leadership team
- Opportunity to implement new ideas and improve processes
- Career growth as the business continues to expand
- A great team culture with a genuine family feel

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📌 Customer Service Manager - Residential Builder (Brisbane City)
🏢 Marble Group
📍 Brisbane City