Customer Experience Team Manager

5 days ago

Melbourne, Victoria, Australia ABN Group Full time $80,000 - $120,000 per year

  • 494457

  • Melbourne

  • Customer Service

  • Full-time (Fixed Term)

Who Are We?

ABN Group is Australia's leading construction, property, and finance company, operating across Victoria and Western Australia. We lead the market in every segment, from first homes to luxury residences, delivering the dream of home ownership. In Victoria, our brands include Boutique Homes, Homebuyers Centre and Resolve Finance.

The Role

This is a leadership role that blends strategy, coaching, and operational excellence. You will be responsible for leading a team of 4-5 Customer Experience Consultants, in addition to –

  • Facilitating the pre-construction phase of building for our premium Knockdown Rebuild customers

  • Delivering budgeted site start volumes

  • Supporting the delivery of our Victorian Operations CX strategy

  • Driving continuous improvement and change management initiatives

  • Coaching and developing the CX team to deliver excellence in a high-volume environment

  • Collaborating with stakeholders across Sales, Workflow, Construction Admin, and HR

  • Monitoring and improving NPS results, customer response times, and service delivery standards

  • Conducting regular one-on-ones, performance reviews, and development planning

  • Championing a customer-first culture and ensure our people are set up to succeed

What You'll Bring

To thrive in this role, you'll need strong leadership skills and customer focus, industry experience, and the ability to thrive in a fast-paced environment. You'll also have -

  • A passion for the building industry and customer experience.

  • Strong relationship-building skills.

  • Resilience and determination in a fast-paced environment.

  • Attention to detail when preparing documentation.

  • Excellent listening skills and a positive, team-focused attitude.

  • Experience in building and construction, managing customers.

Why You'll Love It Here

At ABN Group, people are at the heart of everything we do. We're big on culture and career growth—and we know how to have fun along the way. Don't just take our word for it—check out our socials: IG

In addition to a competitive salary, we offer:

  • Onsite gym

  • Subsidised barista-made coffee

  • Regular social events (we love a good party)

  • Free staff massages

  • Health and wellbeing perks (e.g. health insurance discounts, EAP, and more)

  • Discounts on building your own home

  • Market leading parental leave scheme

You must have the right to live and work in Australia to apply.

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