Job Description

We are looking for reliable and conscientious individuals with a passion for customer service to join our friendly Customer Service Centre team located in Rivervale. With a strong team culture, we value our people, their personal and professional growth, and recognise the contributions they make to our success.

Reporting directly to the customer service manager, your team are responsible for delivering a high level of customer service. We are looking for reliable and conscientious individuals with a passion for customer service to join our friendly Customer Service Centre team located in Rivervale. With a strong team culture, we value our people, their personal and professional growth, and readily recognise the contributions they make to our success.

Responsibilities

- You will pride yourself on delivering remarkable customer service and outstanding results, to help ensure we are planning towards the perfect day for our customers.
- Handle a range of inbound customer calls from around Western Australia.
- Effectively manage customer orders for concrete and aggregate products.
- Shifts are 5am-1pm, 6:30am-14:30pm, 9am-5pm on weekdays as these are the business operational hours, and occasionally 5am-12pm on a rotating Saturday.
- Handling customer enquiries and providing transparent, helpful information.
- Following up with customers and keeping them informed.
- Processing requests and completing related administration.
- Maintaining accurate customer records.
- Working with colleagues to resolve enquiries.
- Lead, mentor, and motivate a high-performing Guest Service team to deliver exceptional experiences at every touchpoint.
- Oversee daily branch administration, vehicle handling, and ensure smooth operations.
- Develop and implement financial strategies to boost profitability while maintaining top-tier customer satisfaction.
- Drive sales, achieve branch targets, and proactively expand our market share.
- Champion growth strategies in collaboration with the Senior Manager to benefit both customers and the business.
- Ensure compliance with health and safety policies.
- Promptly and professionally resolve customer challenges, setting a high standard of care.
- Review incoming documents, identify the relevant customer and request, and ensure each document is accurately recorded and directed to the right team for action.
- Accurately classify and record documents against the correct customer record or application, while meeting agreed turnaround times.
- Manage wide-ranging, high-volume work across different business areas, recognising urgent requests and adjusting priorities when needed.
- Use attention to detail and sound judgement to investigate unclear information, recognise customer complaints and elevate issues where required.
- Apply strong privacy, risk and quality practices while working collaboratively to reduce errors,



improve processes and support better customer outcomes.
- Operate the day-to-day front desk reception.
- Create a friendly environment that delivers an exceptional customer service experience for our residents.
- Assist all prospective residents and visitors in the most efficient and professional manner.
- Take ownership of problems and ensure that they are seen through to completion.
- Assist residents with enquiries related to their residency, studies, general needs, and overall wellbeing.
- Maintain effective liaisons with property services.
- Monitor and report concerns regarding resident safety and wellbeing and elevate as required.
- Energetically contribute to the creation of a team environment where everyone helps each other.
- Coordinate and execute administrative duties as assigned by senior management, such as handling of incoming and outgoing mail, filing, response to correspondence etc, in line with your position and industry standards.

Qualifications & Requirements

- Training – Absolutely no logistics or construction industry experience necessary – learn it all through our well-established and structured 4-week training program.
- Problem Solving – work together and innovate to meet the challenges of the day. No two days are the same!
- Resilience – Tackle every new challenge with calm composure.
- Curious – Work with our internal stakeholders to get the most from our network of assets.
- Compassionate – be attentive to customer requirements and communicate fairly to everyone internal and external.
- Proven success as a Customer Service Manager in the automotive or RV dealership industry, with a strong customer-first mindset.
- Valid open driver’s licence.
- Strong financial acumen and a track record of meeting goals while ensuring customer satisfaction.
- Outstanding leadership, staff supervision, and team development skills.
- Excellent interpersonal, negotiation, and conflict resolution abilities.
- Diploma or certificate in business, frontline management, or tourism (tertiary qualifications highly regarded).
- Ability to work flexible hours, including weekends and public holidays.
- Great written and verbal communication.
- Ability to anticipate and address customer needs.
- Excellent written and verbal communication.
- Possesses good organization and time management skills.
- Attention to detail, goal oriented.
- Ability to prioritize and manage time sensitive responsibilities.
- Highly motivated.




- Ability to work in team environment.
- Maintenance experience preferred.
- Conflict resolution.
- Applicants must have the right to work in Australia.

Location

Rivervale, Western Australia.

Hybrid role based in Perth, offering a mix of office-based and remote work in line with team and business requirements.

Benefits

- Salary Sacrifice: Take control of your finances by saving on technology, and work-related items through our salary sacrifice program.
- Learning and Development: Fuel your career ambitions with our extensive learning and development opportunities.
- Paid Parental and Grandparent Leave: We support your family life with generous paid leave options.
- Discounted Concrete & Quarry Products: Save on your home improvement projects with exclusive discounts.
- Novated Leasing: Drive your dream car for less through our partnership with TFM.
- Health and Well-being: Prioritise your health with discounted health insurance, access to retail outlets, and affordable gym memberships.
- Car Hire Discounts: Enjoy savings on car rentals through our exclusive car hire discounts.
- Electronics: Enjoy a 10% discount on a variety of products from JB HiFi.
- Attractive salary package with bonus potential.
- Free motorhome holiday trials.
- Enjoy our products with free motorhome holiday trials.

Diversity and Inclusion

Heidelberg Materials is an equal opportunity employer, and we welcome people from all walks of life. We encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, and the LGBTQI+ community.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.

About the Company

At Heidelberg Materials, we have more than 4,000 employees across 300 sites. We offer a comprehensive production and logistics network across Australia, delivering high-quality concrete, aggregates, road base, sand and asphalt products, and sustainable construction materials.

The client is an established national organisation seeking a Customer Service Consultant to join their Perth team.

UniLodge specialises in student accommodation; we manage over 130 properties and hotels across Australia.

A hybrid role based in Perth offers a mix of office and home.

Applicants with disability who require adjustments during the recruitment process including an alternative format of the application form can contact a Recruitment Officer.

Applicants must have the right to work in Australia and New Zealand.

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