Customer Service Consultant

Clarendon Homes Shoalhaven; Sydney; On-site; AUD 70,000 - 105,000; Full time

Benefits offered by this job

Health and wellbeing perks – gym, etc.

Flexible working options

Wellbeing support for you and family (

Generous leave including parental

Job summary

Clarendon Homes, part of Campbell Property Group (CPG), is seeking an experienced Construction Customer Service Consultant in Norwest to oversee the customer experience from contract to handover.

You will coordinate with Site Managers, Drafting, Estimating, Permits and external partners, provide progress updates, resolve complaints, and ensure customers understand milestones and processes. Join a team delivering quality homes across NSW, with flexible working options and wellbeing benefits.

Qualifications

• Minimum 2 years in customer service or equivalent role.
• Experience resolving complaints in a timely manner.
• Experience in high-volume technical customer service.
• Understanding of residential building/construction processes is desirable.
• Knowledge of HIA contracts and Occupation Certificate requirements.
• Familiarity with DA/CDC processes and pre-construction steps.
• Strong verbal and written communication, friendly and confident demeanor.
• Attention to detail and teamwork focus.

Responsibilities

• Maintain understanding of the construction process from contract to warranty to guide customers.
• Guide customers through home-building stages during construction and at progress claims.
• Explain the building process clearly and set expectations and milestones.
• Provide end-to-end workflow visibility and align customer and business goals.
• Maintain proactive customer contact and deliver timely updates and responses.
• Identify and address roadblocks in the customer journey and escalate as needed.
• Collaborate with internal departments and external stakeholders to resolve issues.
• Organise and maintain records required for handover (certificates).
• Prepare handover packs, keys, and related documentation; coordinate final accounts.

Skills

Customer service

Complaint resolution

High volume support

Residential construction knowledge

Communication skills

Teamwork

Job description

Competitive Salary & Career Growth

Campbell Property Group (CPG), one of Australia’s leading residential construction and property development companies, is growing.

New Opportunity due to Growth

Norwest Location

Competitive Salary & Career Growth

Campbell Property Group (CPG), one of Australia’s leading residential construction and property development companies, is growing.

We are needing to expand the team and looking for an experienced Customer Service Consultant to join our Clarendon Homes team in Norwest as a Construction Customer Service Consultant.

This role plays a pivotal role in ensuring a seamless and positive experience for our customers throughout the home-building process (from construction start to handover).

You will be responsible for establishing and maintaining strong customer relationships, proactively guiding customers, providing updates, problem-solving, and collaborating with internal teams (including Site Managers, Pre-Construction CSC, Drafting, Estimating, Permits, Lifestyle Studio) as well as external parties (trades, Councils, Certifiers, demolition companies, banks) to deliver exceptional customer experience.

What You’ll Do

• Maintain a strong understanding of the construction process from contract sign to warranty, to guide customers effectively.
• Guide customers through the various stages of their home-building journey during construction, specifically at each progress claim milestone.
• Educate customers on the complex building process, ensuring a clear understanding of expectations and milestones and what to expect from us as their builder.
• Provide end-to-end workflow visibility and work closely with customers to align customer and business goals.
• Maintain regular and proactive contact with customers, providing updates on progress across key milestones and provide quality responses to customer queries and complaints in a timely manner and ensuring they are well-informed and satisfied with their journey.
• Identify and address roadblocks in the customer journey.
• Investigate and resolve customer concerns or questions, escalating issues when necessary.
• Collaborate with various internal departments (drafting, estimating, lifestyle studio, and permits) as well as external stakeholders (trades, Councils, Certifiers, demolition companies, lenders etc) to provide customers with updates, answer questions and resolve issues.
• Organise and maintain records and documents required for handover (certificates).
• Liaise with external stakeholders such as certifiers, and other vendors to follow up and collate information such as Occupation Certificates.
• Prepare and distribute handover packs, keys, and related documentation.
• Facilitate Building Variation process and administer structural variation fees.
• Administer the building contract requirements and variation policy.
• Facilitate the preparation of Final Accounts with necessary Internal and External stakeholders.
• Adhering to policies and procedures, reporting hazards, incidents, injuries and near misses promptly to the HSE and HR team.
• Actively participating in workplace improvements and initiatives aimed at improving health and safety.

About You

• 2 years in customer service or equivalent role
• Experience with complaint resolution
• Previous experience within a high volume technical customer service role
• Understanding of residential building/construction process desirable
• Understand HIA Contract
• Understanding of Council requirements for Occupation Certificates
• General understanding of residential pre-construction process
• General understanding of DA/CDC process
• Friendly, outgoing & confident
• Strong verbal and written communication
• Patient & empathetic
• Enjoys teamwork
• Attention to detail

What’s On Offer

• Competitive salary + flexible working options
• Health and wellbeing perks – gym discounts, health insurance, annual nutrition & fitness check-ins
• Retail discounts across travel, groceries, and lifestyle
• Savings on home builds, trades, suppliers, and utilities
• Ongoing learning and development through the CPG Academy
• Generous leave – including parental, volunteer, and community service leave
• Wellbeing support for you and your family (EAP, financial coaching, health programs)

About Us

At Campbell Property Group (CPG), we’re passionate about creating better lifestyles for Australians through quality homes, communities, and services.

Our Businesses Include

• Clarendon Homes – award-winning, innovative homes across QLD and NSW
• Domaine Homes – affordable, stylish homes designed for modern families
• CPG Estates – developing vibrant, sustainable communities
• Loan Market Elevate – expert financial solutions to support our customers’ property journeys

With over 40 years in the home building industry, we’ve built a reputation for quality, integrity, and customer care.

At Campbell Property Group (CPG), everyone has a home. We are committed to fostering a diverse, inclusive workplace where everyone feels safe, respected and supported and we are proud to be an equal opportunity employer.

#ClarendonHomes