Customer Service Consultant

Clarendon Homes; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Gym discounts

Health insurance

Nutrition & fitness check-ins

Retail discounts

Home build savings

CPG Academy

Generous leave

Wellbeing support

Job summary

Campbell Property Group (CPG) is expanding and seeking an experienced Construction Customer Service Consultant to join the Clarendon Homes team in Norwest. You will manage the customer journey from contract to handover, guiding homeowners through construction milestones and coordinating with site managers, drafting, estimating, permits, and external stakeholders to ensure an exceptional experience.

You will maintain proactive communication, resolve issues, and ensure timely updates while

Qualifications

• 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

Responsibilities

• Maintain understanding of the construction process from contract sign to warranty.
• Guide customers through construction milestones and progress claims.
• Educate customers on the building process and milestones.
• Provide end-to-end workflow visibility and align customer and business goals.
• Maintain regular proactive contact and respond to queries and complaints promptly.
• Identify and address roadblocks in the customer journey.
• Investigate and resolve customer concerns, escalate when needed.
• Collaborate with internal departments and external stakeholders to provide updates and resolve issues.
• Organise and maintain handover records and certificates.
• Liaise with certifiers and vendors to follow up information like Occupation Certificates.
• Prepare and distribute handover packs, keys and documentation.
• Facilitate Building Variation processes and admission of variation fees.
• Administer building contract requirements and variation policy.
• Support Final Accounts preparation with stakeholders.
• Adhere to policies, report hazards and participate in health and safety initiatives.

Skills

Customer service

Complaint resolution

High volume support

Residential construction knowledge

HIA contract understanding

Occupational Certificates knowledge

Pre-construction process

DA/CDC process

Communication skills

Teamwork

Attention to detail

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