Customer Experience Manager

Established construction company searching for an experienced Customer Service Manager in central Gold Coast

**Your new company**

Established in 2004 in Queensland, our client has successfully completed developments across South Australia, Brisbane, Perth, and the Gold and Sunshine Coasts. Committed to elevating the standard of living throughout Australia.

The role involves developing and executing customer service strategies that enhance the brand, align with overall business objectives, and drive repeat business. This includes ensuring exceptional service for all customers, fostering referrals, and maintaining high standards.

**Your new role**

As the Customer Experience Manager, you will provide strategic leadership to the customer experience team. Your role involves overseeing workflow, resourcing activities, and ensuring the success of customer-related initiatives. Collaborating closely with other teams, you’ll align rollout schedules and adapt the customer journey to meet our customers’ needs. You’ll analyse customer satisfaction data, respond to concerns, and maintain regular contact with customers throughout the build process. Additionally, you’ll manage processes, act as an escalation point, oversee complaints, and contribute to quality assurance efforts. Join us in promoting our referral program and delivering exceptional customer service. You will oversee workflow, resourcing, and timely resolution of customer concerns. You’ll analyse and categorise warranty claims, liaise with stakeholders, and prepare summary reports. Your role involves efficient communication, quality assurance, and positive customer experiences. As part of your role, you’ll positively participate in KPI reviews, acknowledge, understand, and comply with the Code of Conduct, and adhere to all Company Policies and Procedures.

As a team leader, you provide comprehensive feedback for ongoing development, cultivate supportive relationships with colleagues, and offer encouragement during periods of change and transition. Identifying training opportunities and promoting skill enhancement, you also introduce operational efficiencies to enhance the customer experience. Embracing a strategic mindset beyond day-to-day tasks, you contribute to the team’s success. As part of our commitment to safety, you’ll observe and promote the Company Workplace Health and Safety Policies, ensure work is carried out safely, promptly report hazards, and cultivate a ‘safety first’ culture within the organisation.
**What you'll need to succeed**

We are seeking a highly qualified Customer Experience Manager with a passion for excellence in the construction and home building industry. If you thrive in a fast-paced environment, possess strong communication skills, and have a keen eye for detail, this role is for you.
- Tertiary qualifications in Construction/Project Management, or a related field.
- Proven experience of re-designing and implementing a customer journey
- 5+years experience working in a high-volume home building environment.
- Knowledge of construction methods and technologies, ability to interpret technical drawings and contracts.
- Knowledge of building code requirements and scheduling methods and job site safety practice.
- Ability to work under tight deadlines & high-pressure environment and time management skills.
- Continuous improvement of the ability to review, enhance and develop processes and systems.
- Proven success in generating & maintaining strategic plans to maximise site efficiency & utilisation, driving productivity.
- Ability to manage multiple projects simultaneously with a constant eye on quality

**What you need to do now**

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