Customer Support Manager

Customer Support Manager - Metro Central

Love Where You Work!

Metricon Homes, Australia’s largest home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families.

Lead the customer journey. Drive service excellence. Develop high-performing teams.

We are seeking an experienced Customer Support Manager for a 12 Month Maternity Leave role to lead your team and ensure our customers receive outstanding service from Sales Acceptance through to Approval for Construction.

This is a pivotal leadership role where you'll drive customer satisfaction, optimise workflows, lead continuous improvement initiatives, and develop a high-performing team focused on delivering best-practice customer outcomes. You will be responsible for leading a team of KDRB Pre-Site professionals while managing customer relationships, workflow performance, quality outcomes and operational efficiencies across the pre-construction process.

Reporting to the Operations Manager, your responsibilities will include: Play a key role in ensuring customers remain informed and supported throughout their journey while driving service standards, team engagement, and business performance

Lead, mentor and develop a team of Pre-Site Customer Service professionals

Foster a positive, collaborative and high-performance team culture

Drive exceptional customer experiences and service outcomes

Manage customer communications and issue resolution processes

Ensure customer enquiries and complaints are handled efficiently and professionally

Monitor workflow pipelines to ensure key milestones and targets are achieved

Coordinate effectively with Sales, Building, Production and other internal stakeholders

Deliver accurate forecasting, KPI reporting and operational updates

Implement quality assurance processes and maintain high standards of documentation

Identify and implement process improvements to enhance customer satisfaction and operational efficiency

Manage resource planning and workload allocation across the team; and

Contribute to strategic projects and continuous improvement initiatives.

Metricon will offer you: Brand new, stylish and state-of-the-art Notting Hill office, with amenities and parking on site

Opportunity to lead a critical customer-facing function

Influence customer experience strategy and service delivery

Develop and mentor a successful team

Work with a recognised market leader

Collaborative and supportive leadership environment; and

Career growth and development opportunities.

The successful candidate will have: Experience within the residential building, construction or property industry

Knowledge of pre-construction processes, contracts and customer management practices

Understanding of building regulations and administration procedures

Proven leadership experience managing customer service or customer support teams

Strong stakeholder management and communication skills

Experience driving change, process improvement and operational efficienciesA customer-first mindset with a passion for service excellence

Experience in coaching, mentoring and team development capabilities

Excellent planning, organisational and problem-solving skills

High level reporting and analytical capabilities

Confidence working in a fast-paced, deadline-driven environment; and

Advanced Microsoft Office skills and strong systems experience.

If you're a passionate people leader who thrives on delivering exceptional customer experiences and driving operational excellence, we'd love to hear from you.

12 Month Maternity Leave role

Apply now and help create outstanding customer experiences at every stage of the homebuilding journey.

This role requires a national police check to be undertaken by the successful candidate.