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 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 opportunity 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
Prospect 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 (Queensland)
🏢 Marble Group
📍 Queensland