Customer Support Manager

Metricon Homes, Inc.; City of Melbourne; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Notting Hill office with parking

Job summary

Metricon Homes, Australia’s largest home builder, is seeking an experienced Customer Support Manager for a 12-month maternity leave role to lead a Pre-Site team and ensure our customers receive outstanding service from Sales Acceptance through to Approval for Construction.

Reporting to the Operations Manager, you will drive customer satisfaction, optimise workflows, mentor a high-performing team, and coordinate with Sales, Building and Production to meet milestones.

Qualifications

• Experience within residential building, construction or property industry.
• Knowledge of pre-construction processes, contracts and customer management.
• Understanding of building regulations and administration procedures.
• Proven leadership experience managing customer service or customer support teams.
• Strong stakeholder management and communication skills.
• Experience driving change, process improvement and operational efficiencies.
• A customer-first mindset with a passion for service excellence.
• Experience in coaching, mentoring and team development capabilities.
• Excellent planning, organisational and problem-solving skills.
• High level reporting and analytical capabilities.
• Confidence working in a fast-paced, deadline-driven environment.
• Advanced Microsoft Office skills and strong systems experience.

Responsibilities

• Lead the customer journey from sales acceptance through construction approval.
• Drive service standards and improve workflows.
• Develop and mentor Pre-Site Customer Service professionals.
• Coordinate with Sales, Building and Production and internal stakeholders.
• Deliver forecasting, KPI reporting and operational updates.
• Identify and implement process improvements to enhance satisfaction and efficiency.
• Manage resource planning and workload across the team.
• Contribute to strategic projects and continuous improvement initiatives.

Skills

Leadership

Stakeholder management

Communication skills

Change management

Team development

Planning & organization

Problem solving

Analytical skills

Microsoft Office

Customer service focus

Tools

Microsoft Office

CRM systems

Job description

Love Where You Work!

Metricon Homes, Australia’s largest home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families.

Lead the customer journey. Drive service excellence. Develop high-performing teams.

We are seeking an experienced Customer Support Manager for a 12 Month Maternity Leave role to lead your team and ensure our customers receive outstanding service from Sales Acceptance through to Approval for Construction.

This is a pivotal leadership role where you'll drive customer satisfaction, optimise workflows, lead continuous improvement initiatives, and develop a high-performing team focused on delivering best-practice customer outcomes. You will be responsible for leading a team of KDRB Pre-Site professionals while managing customer relationships, workflow performance, quality outcomes and operational efficiencies across the pre-construction process.

Reporting to the Operations Manager, your responsibilities will include:Play a key role in ensuring customers remain informed and supported throughout their journey while driving service standards, team engagement, and business performance

Lead, mentor and develop a team of Pre-Site Customer Service professionals

Foster a positive, collaborative and high-performance team culture

Drive exceptional customer experiences and service outcomes

Manage customer communications and issue resolution processes

Ensure customer enquiries and complaints are handled efficiently and professionally

Monitor workflow pipelines to ensure key milestones and targets are achieved

Coordinate effectively with Sales, Building, Production and other internal stakeholders

Deliver accurate forecasting, KPI reporting and operational updates

Implement quality assurance processes and maintain high standards of documentation

Identify and implement process improvements to enhance customer satisfaction and operational efficiency

Manage resource planning and workload allocation across the team; and

Contribute to strategic projects and continuous improvement initiatives.

Metricon will offer you:Brand new, stylish and state-of-the-art Notting Hill office, with amenities and parking on site

Opportunity to lead a critical customer-facing function

Influence customer experience strategy and service delivery

Develop and mentor a successful team

Work with a recognised market leader

Collaborative and supportive leadership environment; and

Career growth and development opportunities.

The successful candidate will have:Experience within the residential building, construction or property industry

Knowledge of pre-construction processes, contracts and customer management practices

Understanding of building regulations and administration procedures

Proven leadership experience managing customer service or customer support teams

Strong stakeholder management and communication skills

Experience driving change, process improvement and operational efficienciesA customer-first mindset with a passion for service excellence

Experience in coaching, mentoring and team development capabilities

Excellent planning, organisational and problem-solving skills

High level reporting and analytical capabilities

Confidence working in a fast-paced, deadline-driven environment; and

Advanced Microsoft Office skills and strong systems experience.

If you're a passionate people leader who thrives on delivering exceptional customer experiences and driving operational excellence, we'd love to hear from you.

12 Month Maternity Leave role

This role requires a national police check to be undertaken by the successful candidate.