Customer Service Lead

Rectify Group ) is an Australian company specialising in chemical underpinning, ground engineering and asset remediation. Treating existing structures be it residential, commercial, industrial or heritage. The company consists of registered Structural Engineers, Geologists, Project managers, Supervisors, and Technicians from various industries with 50 years of combined experience.

As a Residential and Commercial Builder our workmanship is warranted and backed by our experience and technology. Our desire to become market leaders is aligned with a dynamic, fun, intelligent and family valued company culture.

About the Role

In this role, you will be the warm voice of Rectify, and be the first point of contact. Building trust with our clients, you will work and uphold our core values of professionalism, transparency and consideration. Working closely with the office manager and sales coordinator you will ensure that all incoming leads and all related administrative and support functions are undertaken effectively. The Customer Service Lead plays a key role in ensuring consistency with internal processes, including timely response , whilst driving customer satisfaction with great customer service.

The successful candidate will become the point of contact for customers, whilst keeping information records, providing documentation and assisting with schedules whilst providing feedback to sales coordinator and management team. If you enjoy working in a fast-paced, dynamic team environment and have prior customer service and administration experience, we want to hear from you.

Duties and Responsibilities

• Answer incoming phone calls in a professional and polite manner

• Responsible for entering data into the company CRM (Hubspot) and qualifying new enquiries from incoming phone calls and other lead generation methods

• Ensure client records are accurate and updated in a timely fashion within CRM (Hubspot)

• Assist the sales team to improve their productivity by contacting customers to arrange site inspection appointments and facilitating communication between sales representatives and customers or management team.

• Ensure all communication and records between company, sales coordinator/representative and customer is maintained and updated throughout customer journey (lead, opportunity, quote, job, invoice).

• Oversee urgent calls, emails, and messages when sales representatives are unavailable; answering customer queries, arranging job delivery dates with the scheduler.

• Collaborating with office manager/scheduler to ensure both operations and on-site job deliveries are handled efficiently.

• Ensure effective management of the office reception, overseeing operational efficiency, effective communications, and other types of strategic planning if required for process implementations (update of CRM, and add milestones or triggers to sales process where required).

Skills Required

• 3 years' experience in similar role

• Previous experience in a customer service role, preferably as lead (essential), ideally within the building/construction industry (desired, not essential)

• Excellent communication and interpersonal skills, with the ability to build rapport with customers

• Strong organisational skills and attention to detail to ensure accurate record-keeping

• Proficiency with standard office suite (essential) and CRM (Hubspot) (desired, not essential)

• A proactive, problem-solving mindset and a commitment to delivering outstanding customer service

• Team player with high level of dedication and passion for a company in its growth stage

How to Apply

If you hold the above-mentioned skills and experience, please email your resume to: [email protected]. Salary will be commensurate experience.

This is initially an onsite role, with hybrid and flexible work arrangements once probationary period has ended.

Your application will be kept confidential. Only shortlisted candidates will be contacted for an interview.

Please note: Direct Applicants only, recruitment agents do not apply

Applications Close on: 30th of June 2025.