Norwest, New South Wales 2153, Australia
Full‐time Permanent Associate
Description
Campbell Property Group (CPG), one of Australia's leading residential construction and property development companies, is looking for an experienced Customer Service Manager with construction experience
What you will do?
As the Customer Service Manager, you will lead the customer experience function across both the pre‐construction and construction phases, ensuring customers receive consistent, proactive, and professional support throughout their building journey. You will be responsible for driving team performance, resolving escalations, improving service delivery processes, and ensuring SLA compliance.
The Customer Service Manager collaborates closely with internal stakeholders to enable the timely progression of projects and champions the voice of the customer within the broader business
Day to day, you will:
* Lead and coach a team of 6 CSCs across pre‐construction and construction, setting clear expectations and career development plans
* Conduct regular 1:1s, team meetings, and formal performance reviews
* Drive a culture of accountability, ownership, and service excellence
* Support onboarding, training, and continuous professional development of team members
* Monitor customer satisfaction scores and proactively identify service improvement opportunities and team efficiencies
* Act as the first point of contact for complex or escalated customer concerns
* Monitor ClickHome workflows and milestone tracking to ensure accurate file progression
* Maintain oversight of all customer touchpoints and communication triggers
* Ensure all documentation is completed accurately and on time eliminating bottlenecks that impact progression or communication
* Collaborate effectively with Drafting, Estimating, Permits, Site Supervisors, and other stakeholders
* Ensure accurate and timely handovers between pre‐construction and construction teams
* Participate in cross‐department meetings to align on project timelines and customer expectations
* Foster proactive communication that supports project flow and prevents delays
* Analyse service performance data, customer feedback, and complaint trends to inform action
* Prepare and submit regular reports on team metrics, SLA performance, and customer satisfaction
About you?
To be successful in this career opportunity, you will have:
* Proven experience as a hands‐on customer service leader within the construction industry
* Proven experience leading teams in high‐volume customer‐centric environment
* Demonstrated experience managing escalations and service recovery
* Strong understanding of construction processes and customer touchpoints from contract to handover
* Familiarity with HIA contracts, variations, DA/CDC processes, and document control
* Proficient in CRM/project platforms such as ClickHome (or equivalent)
* Empathetic and composed, with a strong sense of professionalism under pressure
* People‐focused and inspiring, with the ability to build trust and develop high‐performing teams
* Organised and detail‐oriented, maintaining high standards of documentation and workflow
* Collaborative and solutions‐focused, fostering strong relationships across departments
* Commercially aware and improvement‐minded, consistently seeking to lift service outcomes
What's on offer?
When you join our team, you'll be part of a supportive culture that values your wellbeing, growth, and work‐life balance.
We offer:
* A welcome gift when you start – to make you feel at home
* Competitive pay and flexible work options
* A focus on your health and wellbeing – with multiple gym and health insurance discounts
* Great retail deals – including travel, groceries, and more
* Big savings on home builds, trades, suppliers and utilities
* Ongoing learning through the CPG Academy, with mentoring and unlimited training
* Opportunities to give back through our charity partners
* Generous leave – including parental, volunteer, reservist and emergency services leave
* Free wellbeing support for you and your family, including EAP and health coaching
* Annual nutrition and fitness check‐ins
* Help with financial planning
* A referral bonus when you bring a friend on board
About us:
At Campbell Property Group (CPG), we're passionate about creating better lifestyles for Australians through quality homes, communities, and services.
Our businesses include:
Clarendon Homes – award‐winning, innovative homes across QLD and NSW
Domaine Homes – affordable, stylish homes designed for modern families
Loan Market Elevate – expert financial solutions to support our customers' property journeys
With over 40 years in the home building industry, we've built a reputation for quality, integrity, and customer care.
At Campbell Property Group (CPG), everyone has a home. We are committed to fostering a diverse, inclusive workplace where everyone feels safe, respected and supported and we are proud to be an equal opportunity employer.
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