As the Customer Service Manager, you will oversee a team of Customer Service Coordinators and Colour Consultants, ensuring every client receives a seamless and positive experience. This role is both strategic and hands-on, focusing on team leadership, process improvement, and customer advocacy.
Key Responsibilities
- Lead, mentor, and develop the Customer Service and Colour Consultant teams
- Ensure an exceptional customer experience throughout pre-construction and build stages
- Manage escalations professionally and deliver timely resolutions
- Drive consistency in communication and documentation across all customer touchpoints
- Monitor team KPIs and implement performance improvement initiatives
- Represent the customer voice in internal meetings and continuous improvement projects
- Previous leadership experience within residential construction (project homes preferred)
- Strong understanding of customer service delivery in a building or construction environment
- Excellent communication, conflict resolution, and stakeholder-management skills
- Ability to coach, motivate, and empower teams
- A proactive mindset with a passion for process improvement
- Highly organised with strong attention to detail and problem-solving abilities
- Up to $110k + Super (experience dependant)
- Beautiful modern offices, onsite parking
- Join a respected brand with a strong pipeline of work
- Supportive and collaborative leadership team
- Excellent opportunity to shape customer experience and make a real impact
