Customer Experience & Settlements Coordinator

Sharon Bennie; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Our Client in Sydney is seeking a Customer Experience & Settlements Coordinator to support buyers through the residential project, manage expectations and maintain strong relationships through settlement. This is not a traditional admin role and requires empathy and confidence in difficult conversations.

You will proactively contact purchasers, coordinate meetings, handle pre-settlement, settlement and post-settlement activities, and ensure clear communication during construction delays.

Qualifications

• Outstanding communication and interpersonal skills.
• High emotional intelligence and strong listening skills.
• Ability to build trust quickly and maintain positive relationships.
• Experience managing difficult conversations and resolving customer concerns.
• Strong organisational and follow-up skills.

Responsibilities

• Act as the primary point of contact & relationship manager for purchasers.
• Proactively contact buyers and maintain regular communication.
• Explain project progress updates and reasons for construction delays.
• Assist purchasers with Deeds of Extension and associated documentation.
• Coordinate purchaser meetings and project update sessions.
• Manage Eventbrite bookings and scheduling for buyer information events and site visits.
• Welcome purchasers onsite and help provide confidence, transparency and reassurance.
• Create and manage purchaser communication channels, including WhatsApp groups and community updates.
• Handle objections, concerns and emotionally charged conversations professionally.
• Assist with pre-settlement, settlement and post-settlement customer service activities.

Skills

Communication

Interpersonal skills

Emotional intelligence

Active listening

Relationship building

Job description

Customer Experience & Settlements Coordinator

Our Client Operating for over 30 years our client came from humble beginnings and is now a thriving multi-divisional business comprising a development, construction and Real Estate arm to their offering. With over 780 apartments currently available for sale, and an incredibly strong pipeline in final negotiation and DA stage, their growth has created an exciting, long-term opportunity for someone to join their team. The Role: We are seeking an exceptional Customer Experience & Settlements Coordinator to join our client's development team during a pivotal stage of one of their residential projects. Construction progress has been impacted by unforeseen delays, resulting in an extension to the anticipated completion timeframe. This role is critical to maintaining buyer confidence, supporting purchasers through the process, managing expectations professionally, and ensuring strong customer relationships are preserved through to settlement. This is not a traditional administration role. We are looking for someone who genuinely enjoys working with people, can navigate difficult conversations with empathy and confidence, and can help turn uncertainty into trust.

• Act as the primary point of contact & relationship manager for purchasers
• Proactively contact buyers and maintain regular communication
• Explain project progress updates and reasons for construction delays
• Assist purchasers with Deeds of Extension and associated documentation
• Coordinate purchaser meetings and project update sessions
• Manage Eventbrite bookings and scheduling for buyer information events and site visits
• Welcome purchasers onsite and help provide confidence, transparency and reassurance
• Create and manage purchaser communication channels, including WhatsApp groups and community updates
• Handle objections, concerns and emotionally charged conversations professionally
• Assist with pre-settlement, settlement and post-settlement customer service activities

About You: You are a natural relationship builder who remains calm under pressure and genuinely enjoys helping people through important life decisions. Ideally, you will come from a similar role in property development, real estate, customer success or settlements. You will bring:

• Outstanding communication and interpersonal skills
• High emotional intelligence and strong listening skills
• The ability to build trust quickly and maintain positive relationships
• Experience managing difficult conversations and resolving customer concerns
• Strong organisational and follow-up skills

Why You Want To Work Here:

• Play a genuinely important role during a critical stage of a major development
• Work directly alongside an experienced developer and leadership team
• Flexible work hours 10am - 6pm, or 11am - 7pm
• Join a growing business with future opportunities beyond this project