Customer Care Manager

2 weeks ago

Melbourne, Victoria, Australia Burbank Group Full time $90,000 - $120,000 per year

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.

Why You'll Love Working With Us
Proudly family-owned,
Burbank
has been building stylish, high-quality homes across Australia for over 40 years. We offer designs for every lifestyle, backed by end-to-end support through the Burbank Group.

  • Free onsite parking
  • Discounted builds for employees
  • Newly created role due to business growth
  • Vibrant social calendar
  • Supportive, collaborative team culture
  • Work with a respected name in the building industry

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 Apply?
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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