Customer Support Manager

Metricon; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Notting Hill office and on-site amenit

Career growth opportunities

Job summary

Metricon Homes is seeking an experienced Customer Support Manager for a 12-month maternity role in Melbourne. Lead a team through pre-construction customer journeys, ensuring exceptional service standards and efficient workflows across Sales Acceptance to Construction approvals.

You will steer customer communications, issue resolution, and KPI reporting while collaborating closely with Sales, Building, Production and other stakeholders to deliver best-practice outcomes.

Qualifications

• Experience leading customer service teams in residential/building sectors.
• Strong stakeholder management and communication skills.
• Experience driving change and process improvement to boost service outcomes.

Responsibilities

• Lead Pre-Site Customer Service team and ensure high standards of customer outcomes.
• Mentor and develop team, foster collaborative culture and continuous improvement.
• Coordinate with Sales, Building and Production to manage workflow and KPIs.
• Deliver accurate forecasting, reporting, and documentation; manage inquiries and issues.

Skills

People leadership

Customer service

Stakeholder management

Process improvement

Performance metrics

MS Office

CRM systems

Tools

MS 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.

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 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; 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.