Customer Service Officer

Mckinnel Associates; New South Wales; On-site; AUD 65,000 - 78,000; Full time

Benefits offered by this job

Friendly team with good tenure

Work across project homes and high-end

Customer experience focus

Job summary

Mckinnel Associates is seeking a proactive Customer Service Officer for residential construction. You will manage customer relationships from contract signing through to settlement and handover, coordinating with supervisors, trades, suppliers and internal teams to keep customers informed.

You will handle inquiries, variations and documentation with strong communication and organisational skills, ensuring timely completion and high-quality customer service across project homes and high-end

Qualifications

• Experience in customer service, client liaison or administration within residential construction.
• Strong communication and organisational skills with attention to detail.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.

Responsibilities

• Manage customer relationships from contract signing through to settlement and handover.
• Be the main point of contact for customer inquiries and concerns.
• Coordinate documentation, variations and compliance with timelines.
• Prepare folders for supervisors and clients at key milestones.
• Provide regular project updates to customers and internal teams.
• Support trades, suppliers and warranty teams to meet customer requirements.

Skills

Customer service

Communication

Organisation

Administration

Tools

CRM software

MS Office

Job description

Job Description

Customer Service Officer – Residential Construction – South West Sydney

Perks:

• Join a genuinely friendly team with excellent staff tenure
• Work across both project homes and high-end custom homes
• Play a key role in delivering an exceptional customer experience

About The Company:

My client is a well-established and award-winning residential builder with a fantastic reputation for quality, innovation and customer service. The business delivers a diverse range of residential projects, from project homes and duplexes through to high-end custom homes. With a friendly, collaborative culture and fantastic staff tenure, this is a business where people are genuinely valued and supported. The business has built a strong reputation for creating personalised customer experiences and delivering quality homes across Sydney.

The Role:

This is an exciting opportunity for an experienced Customer Service Officer to join a high-performing residential construction team and take ownership of customer relationships from contract signing through to settlement and handover. You will work closely with customers, supervisors, trades, suppliers and internal teams to ensure every stage of the building journey runs smoothly and customers are kept informed.

Key responsibilities include:

• Managing customer relationships from contract signing through to settlement and construction
• Acting as the key point of contact for customer enquiries, concerns and complaints
• Managing customer variations and ensuring all required documentation is completed accurately and within required timeframes
• Preparing construction folders for supervisors once homes are ready to commence construction
• Preparing handover folders for clients
• Liaising with trades and suppliers to obtain compliance documentation and Occupancy Certificates
• Following up outstanding documentation and ensuring homes are ready for handover
• Providing regular updates to customers throughout the construction process
• Supporting supervisors, construction and warranty teams with customer requirements
• Managing telephone and email enquiries professionally and efficiently
• Completing general administration, data entry, filing and system updates
• Managing competing priorities, deadlines and departmental targets
• Contributing to ongoing improvements across systems, processes and customer service delivery

About You:

You will be a confident and customer-focused professional who understands the importance of communication, organisation and follow-through. Previous experience within residential construction, customer service, pre-construction or a similar role will be highly regarded.

You will ideally have:

• Previous experience in customer service, client liaison or administration within residential construction
• Strong understanding of the residential building process from contract through to handover
• Excellent communication skills and the confidence to deal with customers, trades, suppliers and internal stakeholders
• Strong attention to detail and excellent organisational skills
• The ability to manage multiple priorities and meet deadlines
• A proactive, solutions-focused approach to customer issues
• Strong computer and administration skills
• The confidence to take ownership of tasks and follow them through to completion
• A positive, team-focused attitude and genuine commitment to providing exceptional customer service

Why Join:

This is a fantastic opportunity to join a business where culture genuinely matters. You'll be part of a friendly and collaborative team with excellent staff retention, working across a diverse portfolio of project homes and high-end custom homes. You'll have the opportunity to build strong relationships across the business, develop your residential construction knowledge and contribute to a team that takes pride in delivering an outstanding customer experience.