Pre-Site Customer Service Leader – Drive Experience & Growth

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

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