Customer Care Manager
•Join the leading residential home builder in NSW
•Discounts on gym memberships (Fitness Passport), vehicles, appliances and more
•Monday – Friday position in Norwest
The NEX Building Group is a diverse and expanding organisation with over 1,300 passionate employees. Our purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia's leading home building group. Our iconic brands include McDonald Jones, MOJO Homes, Weeks Homes, Wilson Homes, Arden Homes Brighton Homes and Supaloc Steel Frames.
From architecturally designed first homes and multi-residential projects to luxurious residences and investment properties, our brands strive to set the benchmark in the new home building industry while ensuring that our people, both customers and staff, are at the centre of everything we do along the way.
Building new homes and better futures for Australians is a true honour and so rewarding. Here are some other rewards and benefits we offer our employees.
Our perks and benefits
We believe that our employee community is a key strength of our organisation, and we aim to attract the best talent to achieve our strategic goal of being Australia's leading residential builder and employer of choice in our sector. We are committed to taking care of our employees, that's why we offer a bundle of benefits:
•Discount on building a home with any of our building brands (after qualifying period)
•Income protection insurance– 100% funded by NEX. Covers up to 2 years at 75% of base salary in case of illness or injury
•Purchased leave – opportunity to apply for up to 2 weeks extra leave each year
•Paid Parental leave - 12 weeks for the primary carer and 4 weeks for secondary carer (we're proud to be industry leading with this benefit)
•Employee discounts on gym memberships (Fitness Passport), motor vehicles (Mitsubishi), home appliances, energy, health insurance and more
•AIA Vitality health and wellbeing program
•A genuine focus on diversity and inclusion (we're proud of our Women in Construction Program and annual Building Inclusivity Awards)
•Employee assistance program to support your mental, financial and physical wellbeing
•A huge catalogue of online learning and ongoing professional development programs
•NAWIC and HIA corporate membership
•Attractive remuneration
•And so much more
About the opportunity
This role leads the daily operations of our Customer Care team, focusing on quality, process improvement and service excellence. More specifically, you will:
•This is a parental leave contract for approx. 6-7 months
•Overseeing performance and leading a small team of Customer Care staff
•Providing hands on support when needed
•Driving process improvement, quality and standardisation across all channels
•Enhancing our web chat function, introducing templates and best practice response standards
•Managing customer escalations with professionalism and confidence
•Conducting Quality Assurance assessments on written and verbal customer interactions
•Proactively collaborating with stakeholders to identify and implement service improvements
•Managing staff rostering to ensure adequate coverage and service levels
About you
You will share a passion for our purpose and be aligned to our core values; better together, be accountable, people matter and think bigger. In addition, you will:
•Proven leadership experience in a call centre or customer service environment
•Strong focus on quality, process optimisation and continuous improvement
•Confidence in managing escalations and supporting staff through complex scenarios
•Experience with web chat or digital customer service channels
•Strong communication skills, both written and verbal
•Ability to build strong relationships with internal stakeholders
•Solid organisational skills with experience in rostering or workforce planning
•A proactive mindset paired with a passion for delivering consistently great customer experiences
Interested?
The appointment of successful applicants will be subject to satisfactory employment screening and depending on the inherent requirements of the role, may involve the completion of a National Police Check and pre-employment medical.
Apply today
If you are determined to make a difference and want to join an innovative and inclusive organisation committed to building better futures, click on the APPLY button. To find out more about NEX Building Group go to or follow us on LinkedIn
Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. NEX Building Group and its brands are not responsible for any fees related to unsolicited resumes.