Customer Service Coordinator (Pre-Site & On-Site) - Major Home Building Company

Posted 03 February 2024
DisciplineConstruction, Engineering & Rail

Job description

The Company:

One of Victoria's biggest home-building companies that span across several property-related businesses. With operations across Melbourne and regional Victoria, their mission is to be the leader in Victoria’s home-building industry by championing innovations, setting a higher quality standard in building homes, and placing their valued clients at the heart of everything they do.

Position Objective:

As a Customer Service Coordinator, across both pre-site and on-site duties, you will be responsible for guiding a client through their new home build process from start to finish.

Ensuring that the clients receive top-tier support, proactive communication and a personalised service, fostering trust and satisfaction. You will do this by working closely with internal and external teams to ensure all activities are coordinated in a timely and proficient manner in line with the customer journey and company standards.

The role is based in Melbourne's Western Suburbs. 

Key Responsibilities of the Role:

1. Client Engagement
Serve as the primary point of contact for clients, fostering strong relationships. Actively listen to client needs, concerns, and feedback and provide timely, courteous responses.

2. Project Coordination
Collaborate closely with internal and external stakeholders to ensure that construction projects progress smoothly and align with client expectations. Monitor workflows to ensure client contractual obligations are being met.

3. Onboarding and Orientation
Facilitate a seamless onboarding process for new customers, offering comprehensive information on job procedures, timelines, and expectations. Ensure customers are well-informed, confident in our services, and utilising the Customer Portal.

4. Problem Solving
Identify and address any problems or challenges that arise during construction jobs, working proactively to prevent and mitigate potential problems. Strive for swift and effective resolutions.

5. Feedback Collection
Gather client feedback at critical job milestones. Utilize feedback to drive continuous improvement in our services and address areas for improvement.

6. Documentation
Keep accurate records of client interactions, job particulars, and any modifications to scope. Organize and manage all relevant documentation efficiently and ensure all data is entered into business systems in a timely manner.

7. Client Satisfaction
Monitor and track client satisfaction metrics to gauge the effectiveness of our services. Execute strategies to enhance overall client satisfaction and loyalty.

Role Requirements:
  • Minimum 2 years experience in a 'pre-site' and/or 'on-site' customer service role for clients building a new home with a home building company.
  • Pre-Site experience is a pre-requisite for this role where continued training will be provide for the 'on-site' component of the role
  • You have a high emphasis on Customer Service
  • A caring/empathetic nature when dealing with clients
  • Strong written & verbal communication skills, including a professional phone manner
  • High level of personal presentation
  • Driven with a “Can Do” attitude
  • Strong attention to detail
  • Enjoy the excitement of being a part of a rapidly expanding business
  • Highly developed computer literacy skills
  • Able to prioritise and handle a large work-load
  • A strong work ethic and the ability to multi-task
  • Prior experience in the Building and Construction industry will be highly regarded
  • Prior Qualifications in the building industry are highly advantageous
The key benefits for you!
  • Based on the size of the company other elements of the role (for example Permits) are conducted by other departments to free up your time to focus on the key responsibilities of looking after the customer.
  • Exceptional company culture which fosters support, teamwork, collaboration and friendly working environment
  • Market-leading and highly competitive salary package on offer 
  • Opportunity for long-term growth and progression into a Customer Service Team Leader role, Customer Service Manager and Operations Management position
  • Long-term career role
  • A friendly and supportive workplace where your results, performance and contribution will be recognised and rewarded
  • Opportunities for professional development and continued internal and external training
  • A healthy work/life balance
  • Generous housing discounts on the company's award-winning homes
  • Working within a very supportive and collaborative team environment from office through to site. 
  • On-Site Parking (plenty of parking!)
  • WFH is available up to 2 days per week
How to Apply?

Via the Seek Website: Submit your updated resume using the 'Apply for this job' button at the top of this page and continue to follow the on-screen instructions. 

Via Smartphone/Seek App: Submit your updated resume using the "Quick Apply" button at the bottom of your telephone screen and follow the on-screen instructions. 

All applications will be kept in the strictest confidence and will not be forwarded as an application to our client without your prior approval first. 

To be considered for this full-time position, you MUST be eligible to work in Australia with no work restrictions.

Respectfully, please be advised that only shortlisted candidates will be contacted.