Customer Experience Coordinator - Pre-Site

Glenvill Homes; Melbourne; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangements

Job summary

Glenvill Homes is seeking a Customer Experience Coordinator - Pre-Site to manage the customer experience through the pre-site stage, working with sales channels to move files toward construction.

Reporting to the Victorian Customer Experience Manager, you will coordinate multiple job files, chase deposits, track land settlements and maintain accurate client records, while delivering professional, timely communication with channel managers and clients.

Qualifications

• Experience in a customer service, client liaison, or coordinator role, ideally within residential construction, property, or housing.
• Exceptional written and verbal communication skills, with a professional approach in all dealings.
• Strong organisational skills and the ability to manage multiple files, priorities and deadlines.
• High attention to detail and strong administrative capabilities, including accurate record keeping.
• Understanding of building contracts and the residential building process.

Responsibilities

• Manage the progress of multiple job files through the pre-site process to keep files moving toward construction.
• Chase outstanding deposits and finance documentation to keep files moving.
• Track land settlement with clients and channel managers to ensure timely completion.
• Record and maintain accurate client discussions and information.
• Liaise with internal teams to obtain accurate information and keep channel partners informed.
• Escalate complex matters and support timely issue resolution.

Skills

Customer service

Coordination

Channel management

CRM systems

Residential construction

Tools

CRM software

Microsoft Office

Job description

Customer Experience Coordinator - Pre-Site

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.

Due to an internal promotion, we're now looking for an experienced Customer Experience Coordinator - Pre-Site to join our Victorian team. In this role you'll manage the customer service experience through the pre-site stage, working closely with our sales channels to ensure every file moves smoothly towards construction.

About The Role

Reporting to the Victorian Customer Experience Manager, you'll be responsible for the progress of multiple job files, ensuring a timely and orderly progression through the pre-site process, ensuring every client and channel partner receives exceptional customer experience.

Manage investor and client files, acting as a key point of contact for channel managers and their clients.

Build and maintain strong business-to-business relationships with sales channels through professional, timely and clear communication, whether face to face, verbal or written.

Manage multiple job files at once, keeping each one progressing in a timely and orderly way.

Chase outstanding deposits and finance documentation to keep files moving.

Track land settlement with clients and channel managers to ensure it is obtained on time.

Conduct follow-up calls with channel managers and clients as needed.

Record and maintain accurate and appropriate client discussions and information.

Liaise with internal teams to obtain accurate information and keep channel partners informed.

Escalate complex matters where required and support timely issue resolution.

About You

Experience in a customer service, client liaison, or coordinator role, ideally within residential construction, property, or housing.

Confident dealing with channel managers, sales partners and other business clients.

Exceptional written and verbal communication skills, with a professional approach in all dealings.

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

High attention to detail and strong administrative capabilities, including accurate record keeping.

Understanding of building contracts and the residential building process.

Proactive, solutions-focused approach to resolving concerns and managing expectations.

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

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, partners and employees.