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 COMPANYOur 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 ROLEAs 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.DUTIESLead, manage and support a team of Pre‐Site Customer Service professionalsOversee the customer service function and ensure a consistently high level of customer experienceCoach and mentor the team,



providing guidance and support to achieve individual and team targetsManage customer expectations and ensure clients are kept informed throughout the pre‐construction phaseAct as an escalation point for complex customer queries and issuesBuild and maintain solid relationships with clients throughout their building journeyOversee building approvals and ensure QBCC applications and relevant documentation are completed accurately and on timeEnsure all conditions of Building Contracts are met prior to constructionMonitor team workflows, deadlines and performance to ensure projects progress efficientlyIdentify opportunities to improve systems, processes and the overall customer experienceWork closely with Construction, Estimating, Sales and Administration teams to ensure a smooth handover into constructionMaintain accurate customer and project information across internal systemsWHAT YOU'LL NEEDPrevious experience managing or leading a customer service team, ideally within residential constructionMinimum 3+ years' experience within the new home building industryStrong understanding of the pre‐site / pre‐construction processExcellent customer service and communication skillsConfident managing customer escalations and difficult conversationsStrong leadership, coaching and people management skillsHighly organised with exceptional attention to detailAbility to manage multiple projects, deadlines and prioritiesA positive, solutions‐focused attitude with the ability to take ownership and get things doneWHAT YOU'LL GETCompetitive salary packageLeadership role with a well‐established residential builderOpportunity to make a genuine impact across the customer service functionA supportive, collaborative leadership teamOpportunity to implement new ideas and improve processesCareer growth as the business continues to expandA great team culture with a genuine family feel
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📌 Customer Service Manager - Residential Builder (Brisbane)
🏢 Marble Group
📍 Brisbane