Customer Care Manager

5 days ago

Melbourne, Victoria, Australia Burbank Group Full time

Join to apply for the Customer Care Manager role at Burbank Group.

Are you a seasoned professional from the building industry with a passion for customer experience and operational excellence? We're looking for a well-versed Customer Care Manager to lead our high-performing team in Alonta, where your expertise will shape the journey from sales acceptance to settlement.

About the Role

Reporting to the State Operations Manager, you'll oversee the Customer Care Coordinators, Team Administrators, and Reception, ensuring seamless workflow management, contract administration, and stakeholder coordination. Your leadership will be key to delivering an exceptional customer experience throughout the build journey.

Key Responsibilities
  • Lead and mentor the Customer Care Coordinators to exceed performance targets
  • Act as a strategic point of escalation for complex customer issues
  • Drive process improvements and cross-functional collaboration
  • Manage end-to-end workflow from sales acceptance to site start
  • Oversee contract documentation, approvals, and CRM accuracy
  • Ensure professional front-of-house operations through reception management
What You Bring
  • Minimum 7 years' experience in the building industry with a strong admin background
  • Experience in KDR
  • Proven leadership in managing and developing teams
  • Deep understanding of building contracts, drawings, and regulations
  • Exceptional time management, problem-solving, and communication skills
  • Proficiency in Microsoft Word, Excel, and Outlook

Ready to take the next step in your career and make a real impact in a growing business? Apply now and be part of a team that values your industry expertise and leadership. For a confidential discussion or to learn more about the role, feel free to reach out to our Talent Acquisition Lead, Lainie McCluskey.


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