Customer Service Manager - Residential Builder

Marble Group; Brisbane; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive salary package

Leadership role with established house

Impact across customer service

Supportive leadership team

Opportunity to implement new ideas

Career growth as business expands

Positive team culture

Job summary

Marble Group is seeking a Customer Service Manager to own the pre-site customer journey and lead a dedicated team. You will ensure a high standard of service and keep clients informed as projects move through pre-construction, coordinating with Construction, Estimating, Sales and Administration for a seamless handover.

In this leadership role, you will coach your team, manage escalations, and build lasting client relationships, while maintaining accurate records and ensuring approvals and

Qualifications

• Experience leading a customer service team in residential construction.
• Minimum 3+ years in the new home building industry.
• Strong leadership, coaching and people management skills.
• Excellent customer service and communication abilities.
• Ability to manage multiple projects, deadlines and priorities.
• Positive, solutions-focused mindset and ownership mindset.

Responsibilities

• Lead and support a team of Pre‑Site Customer Service professionals.
• Oversee the customer service function to maintain a high level of experience.
• Coach and mentor the team to hit individual and team targets.
• Manage customer expectations and keep clients informed during pre‑construction.
• Act as escalation point for complex queries and issues.
• Build strong client relationships throughout the building journey.
• Oversee building approvals and QBCC documentation accuracy and timeliness.
• Ensure all contract conditions are met prior to construction.
• Monitor workflows, deadlines and performance for smooth progress.
• Identify opportunities to improve systems and processes.
• Collaborate with Construction, Estimating, Sales and Admin for smooth handovers.
• Maintain accurate customer and project information across systems.

Skills

People leadership

Customer service

Residential construction

Communication skills

Project management

Attention to detail

Escalation handling

Pre-site process

Job description

Our client is an award-winning residential builder with decades of experience and an exciting pipeline of growth ahead. They have built a strong reputation across Queensland for quality homes, great customer experiences and a well-established team.

As the business continues to grow, they are now looking for an experienced Customer Service Manager to take ownership of their pre-site customer service function and lead a dedicated team.

This is a great opportunity for someone who enjoys leading people, improving processes and delivering an exceptional customer experience within the residential building industry.

ABOUT THE ROLE

As the Customer Service Manager, you will play a key role in overseeing the customer journey through the pre-construction phase while leading and supporting a team of Customer Service professionals.

You will be responsible for ensuring the team is delivering a high level of service, keeping customers informed and ensuring projects move smoothly through the pre-site process.

DUTIES

• Lead, manage and support a team of Pre‑Site Customer Service professionals
• Oversee the customer service function and ensure a consistently high level of customer experience
• Coach and mentor the team, providing guidance and support to achieve individual and team targets
• Manage customer expectations and ensure clients are kept informed throughout the pre‑construction phase
• Act as an escalation point for complex customer queries and issues
• Build and maintain strong relationships with clients throughout their building journey
• Oversee building approvals and ensure QBCC applications and relevant documentation are completed accurately and on time
• Ensure all conditions of Building Contracts are met prior to construction
• Monitor team workflows, deadlines and performance to ensure projects progress efficiently
• Identify opportunities to improve systems, processes and the overall customer experience
• Work closely with Construction, Estimating, Sales and Administration teams to ensure a smooth handover into construction
• Maintain accurate customer and project information across internal systems

WHAT YOU'LL NEED

• Previous experience managing or leading a customer service team, ideally within residential construction
• Minimum 3+ years' experience within the new home building industry
• Strong understanding of the pre‑site / pre‑construction process
• Excellent customer service and communication skills
• Confident managing customer escalations and difficult conversations
• Strong leadership, coaching and people management skills
• Highly organised with exceptional attention to detail
• Ability to manage multiple projects, deadlines and priorities
• A positive, solutions‑focused attitude with the ability to take ownership and get things done

WHAT YOU'LL GET

• Competitive salary package
• Leadership role with a well‑established residential builder
• Opportunity to make a genuine impact across the customer service function
• A supportive, collaborative leadership team
• Opportunity to implement new ideas and improve processes
• Career growth as the business continues to expand
• A great team culture with a genuine family feel