Job Description

Love Where You Work!

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Metricon Homes, Australia’s largest home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families.

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Lead the customer journey. Drive service excellence. Develop high-performing teams.

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We are seeking an experienced Customer Support Manager for a 12 Month Maternity Leave role to lead your team and ensure our customers receive outstanding service from Sales Acceptance through to Approval for Construction.

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This is a pivotal leadership role where you'll drive customer satisfaction, optimise workflows, lead continuous improvement initiatives, and develop a high-performing team focused on delivering best-practice customer outcomes. You will be responsible for leading a team of KDRB Pre-Site professionals while managing customer relationships, workflow performance, quality outcomes and operational efficiencies across the pre-construction process.

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Reporting to the Operations Manager, your responsibilities will include:Play a key role in ensuring customers remain informed and supported throughout their journey while driving service standards, team engagement, and business performance

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Lead, mentor and develop a team of Pre-Site Customer Service professionals

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Foster a positive, collaborative and high-performance team culture

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Drive exceptional customer experiences and service outcomes

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Manage customer communications and issue resolution processes

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Ensure customer enquiries and complaints are handled efficiently and professionally

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Monitor workflow pipelines to ensure key milestones and targets are achieved

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Coordinate effectively with Sales, Building, Production and other internal stakeholders

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Deliver accurate forecasting, KPI reporting and operational updates

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Implement quality assurance processes and maintain high standards of documentation

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Identify and implement process improvements to enhance customer satisfaction and operational efficiency

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Manage resource planning and workload allocation across the team; and

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Contribute to strategic projects and continuous improvement initiatives.

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Metricon will offer you:Brand new, stylish and state-of-the-art Notting Hill office, with amenities and parking on site

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Opportunity to lead a critical customer-facing function

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Influence customer experience strategy and service delivery

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Develop and mentor a successful team

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Work with a recognised market leader

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Collaborative and supportive leadership environment; and

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Growth opportunities and development opportunities.

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The successful candidate will have:Experience within the residential building, construction or property industry

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Knowledge of pre-construction processes, contracts and customer management practices

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Understanding of building regulations and administration procedures

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Proven leadership experience managing customer service or customer support teams

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Strong stakeholder management and communication skills

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Experience driving change, process improvement and operational efficienciesA customer-first mindset with a passion for service excellence

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Experience in coaching, mentoring and team development capabilities

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Excellent planning, organisational and problem-solving skills

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High level reporting and analytical capabilities

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Confidence working in a fast-paced, deadline-driven environment; and

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Advanced Microsoft Office skills and strong systems experience.

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If you're a passionate people leader who thrives on delivering exceptional customer experiences and driving operational excellence, we'd love to hear from you.

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12 Month Maternity Leave role

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This role requires a national police check to be undertaken by the successful candidate.

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📌 Customer Support Manager (Melbourne)
🏢 Metricon Homes
📍 Melbourne