Customer Experience Coordinator

Glenvill Pty Ltd; City of Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working arrangements

Career progression opportunities

Employee referral bonus program

Job summary

Glenvill Pty Ltd in Victoria is seeking a Customer Experience Coordinator to support customers throughout their homebuilding journey, ensuring clear communication and a positive experience at every stage. You will be the main contact, provide proactive updates, coordinate with internal teams, and help resolve enquiries with empathy.

A strong focus on relationships and problem solving is essential in a fast-paced environment.

Qualifications

• Experience in a customer service or customer experience role.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and deadlines.
• Proactive, solutions-focused approach to delivering customer experiences.
• Strong administrative capabilities.
• Understanding of residential construction or homebuilding is a plus.
• Experience with CRM systems.

Responsibilities

• Act as the primary point of contact for customers throughout the homebuilding journey.
• Provide proactive updates on build progress and milestones.
• Support customers from sales acceptance through to construction and handover.
• Maintain accurate customer records within CRM and support reporting.
• Coordinate with internal teams to ensure a seamless customer experience.
• Respond to enquiries and resolve customer concerns.
• Escalate complex matters and assist with timely resolutions.
• Support continuous improvement initiatives based on customer feedback.

Skills

Customer service

Communication

Relationship building

Problem solving

CRM systems

Tools

CRM software

Microsoft Office

Job description

At Glenvill, our simple promise is to create bold and beautiful homes that stand the test of time. With over six decades of experience and a reputation as Australia's most awarded builder, we bring together architecturally distinctive design, expert craftsmanship, and a seamless end-to-end client experience to deliver homes that are both stunning and structurally sound.

Now were looking for a Customer Experience Coordinator to join our Victorian team and play a key role in supporting customers throughout their homebuilding journey, ensuring clear communication, timely updates, and a positive experience at every stage.

About The Role

This role is ideal for someone who enjoys building relationships, solving problems, and creating positive customer experiences in a fast-paced environment.

Act as the primary point of contact for customers throughout the homebuilding journey.

Provide proactive updates and regular communication on build progress and key milestones.

Support customers from sales acceptance through to construction and handover.

Build strong customer relationships through professional, timely and empathetic communication.

Respond to customer enquiries, manage expectations, and provide solutions to customer concerns.

Escalate complex matters where required and support timely issue resolution.

Liaise with internal stakeholders to obtain accurate information and coordinate customer communications.

Work collaboratively across departments to deliver a seamless customer experience and exceptional outcomes.

Monitor customer feedback, support customer satisfaction initiatives, and contribute to continuous improvement activities.

Maintain accurate customer records within CRM systems and support reporting, compliance, and customer service standards.

About You

Experience in a customer service, customer experience, client liaison, or customer coordinator role.

Exceptional communication and interpersonal skills with the ability to build strong customer relationships.

Strong organisational skills with the ability to manage multiple priorities and deadlines.

A proactive, solutions-focused approach with a commitment to delivering exceptional customer experiences.

High attention to detail and strong administrative capabilities.

Ability to build rapport and maintain positive relationships with customers and internal stakeholders.

Strong computer literacy, including experience using CRM systems and Microsoft Office.

Experience managing customer enquiries, resolving concerns, and supporting complaint resolution.

Experience within residential construction, property, housing, or a similar customer-focused industry.

Understanding of the residential building journey and a passion for continuous improvement.

Why Join Us?

Hybrid working arrangements.

Opportunity to work with a respected and established builder.

Supportive and collaborative team culture.

Ongoing professional development and career progression opportunities

Employee referral bonus program.

Be part of a business that genuinely values its customers and employees.