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DOMAINE HOMES Logo DOMAINE HOMES · Construction

Customer Service Team Leader – Construction

Australia, Norwest · Job Posted June 16, 2026
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Job Description

Campbell Property Group (CPG), one of Australia’s leading residential construction and property development companies, is looking for an experienced Customer Service Manager with construction experience

Job Responsibility

  • Lead and coach a team of 6 CSCs across pre-construction and construction, setting clear expectations and career development plans
  • Conduct regular 1:1s, team meetings, and formal performance reviews
  • Drive a culture of accountability, ownership, and service excellence
  • Support onboarding, training, and continuous professional development of team members
  • Monitor customer satisfaction scores and proactively identify service improvement opportunities and team efficiencies
  • Act as the first point of contact for complex or escalated customer concerns
  • Monitor ClickHome workflows and milestone tracking to ensure accurate file progression
  • Maintain oversight of all customer touchpoints and communication triggers
  • Ensure all documentation is completed accurately and on time eliminating bottlenecks that impact progression or communication
  • Collaborate effectively with Drafting, Estimating, Permits, Site Supervisors, and other stakeholders
  • Ensure accurate and timely handovers between pre-construction and construction teams
  • Participate in cross-department meetings to align on project timelines and customer expectations
  • Foster proactive communication that supports project flow and prevents delays
  • Analyse service performance data, customer feedback, and complaint trends to inform action
  • Prepare and submit regular reports on team metrics, SLA performance, and customer satisfaction

Requirements

  • Proven experience as a hands-on customer service leader within the construction industry
  • Proven experience leading teams in high-volume customer centric environment
  • Demonstrated experience managing escalations and service recovery
  • Strong understanding of construction processes and customer touchpoints from contract to handover
  • Familiarity with HIA contracts, variations, DA/CDC processes, and document control
  • Proficient in CRM/project platforms such as ClickHome (or equivalent)
  • Empathetic and composed, with a strong sense of professionalism under pressure
  • People-focused and inspiring, with the ability to build trust and develop high-performing teams
  • Organised and detail-oriented, maintaining high standards of documentation and workflow
  • Collaborative and solutions-focused, fostering strong relationships across departments
  • Commercially aware and improvement-minded, consistently seeking to lift service outcomes

What we offer

  • Secure undercover parking
  • A welcome gift when you start – to make you feel at home
  • Competitive pay and flexible work options
  • A focus on your health and wellbeing – with multiple gym and health insurance discounts
  • Great retail deals – including travel, groceries, and more
  • Big savings on home builds, trades, suppliers and utilities
  • Ongoing learning through the CPG Academy, with mentoring and unlimited training
  • Opportunities to give back through our charity partners
  • Generous leave – including parental, volunteer, reservist and emergency services leave
  • Free wellbeing support for you and your family, including EAP and health coaching
  • Annual nutrition and fitness check-ins
  • Help with financial planning
  • A referral bonus when you bring a friend on board
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