Customer Service Officer

Mckinnel Associates; Rockhampton Regional; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Friendly team with good tenure

Diverse project portfolio

Exceptional customer experience

Job summary

McKinnel Associates seeks a Customer Service Officer to manage customer relationships from contract signing through to settlement and handover. You will collaborate with customers, supervisors, trades, suppliers and internal teams to keep the journey on track, ensuring clear communication and timely documentation.

The role requires experience in residential construction or customer service, with strong communication, organisation, and a proactive, service-focused approach.

Qualifications

• Previous experience in residential construction or customer service is preferred.
• Strong communication skills with customers, trades and internal teams.
• Excellent organisational skills and attention to detail.

Responsibilities

• Manage customer relationships from contract signing to settlement and handover.
• Serve as the main contact for customer enquiries, concerns and complaints.
• Coordinate variations and ensure documentation is completed on time.
• Prepare construction folders for supervisors and handover folders for clients.
• Liaise with trades and suppliers for compliance documentation and certificates.
• Provide regular progress updates to customers throughout the build.

Skills

Customer service

Communication

Organization

Follow-through

Tools

CRM systems

Microsoft 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.