Job Description

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.

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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.

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

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ABOUT THE COMPANY

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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.

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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.

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

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ABOUT THE ROLE

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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.

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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.

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DUTIES

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




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

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

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- Competitive salary package
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- Leadership role with a well‐established residential builder
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- Opportunity to make a genuine impact across the customer service function
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- A supportive, collaborative leadership team
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- Opportunity to implement new ideas and improve processes
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- Career growth as the business continues to expand
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- A great team culture with a genuine family feel
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📌 Customer Service Manager - Residential Builder (Queensland)
🏢 Marble Group
📍 Queensland