Customer Experience Team Manager

3 days ago

Melbourne, Victoria, Australia ABN Group Full time $120,000 - $180,000 per year

  • 494487

  • Melbourne

  • Building/Construction

  • Customer Service

  • Management

  • Full-time (Permanent)

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.

We Will Provide:

We offer a competitive salary, generous product discounts, reward and recognition programs, and a range of health and wellbeing benefits, including an Employee Assistance Program. Additional perks include a market-leading parental leave scheme, volunteer opportunities, and ongoing learning and development to support your career growth.

Our vibrant culture thrives on recognising and developing talent. You'll enjoy regular social activities, work with a fantastic team, and be supported by approachable leaders with a clear and aligned vision.

What's On Offer

In this pivotal role, you'll lead a group of dedicated Warranty Coordinators who ensure every customer inquiry and claim is handled promptly, professionally, and in line with company standards. You'll drive team performance, streamline processes, and foster a collaborative environment focused on achieving service excellence.

As the Customer Experience Team Manager – Warranty, you'll play a key role in shaping team culture, improving operational outcomes, and delivering exceptional customer experiences. You'll work closely with internal departments and external stakeholders to ensure the warranty journey is seamless and aligned with ABN Group's values.

What You'll Do

  • Lead and support the Warranty Coordinator team, including coaching, performance management, and workflow coordination.
  • Manage escalated customer concerns and ensure resolution aligns with business objectives and customer satisfaction.
  • Drive continuous improvement through NPS feedback, reporting, and operational development projects.
  • Collaborate with internal departments and external stakeholders to ensure efficient and effective warranty service delivery.
  • Support the Warranty Manager in delivering budget outcomes and cost management initiatives.
  • Champion a culture of excellence, authenticity, and fun in line with ABN Group values.

We're Looking for Someone Who:

  • Has proven leadership experience, ideally within construction, property, or customer service environments.
  • Demonstrates critical thinking and a strategic mindset to identify solutions and improve outcomes.
  • Is highly motivated, organised, and thrives in a fast-paced, customer-focused environment.
  • Takes pride in delivering exceptional customer experiences while maintaining operational efficiency.

Why Join Us?

At ABN Group, people are at the heart of everything we do. We are an equal opportunity employer that values diversity and inclusion, reflecting the communities we serve. Employment decisions are based on merit, and we welcome applications from all backgrounds.

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

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