Customer Experience Coordinator - QLD

Join Glenvill and Help Create Exceptional Customer Experiences

At Glenvill, we understand that building a home is one of life's most significant milestones. That's why we're committed to delivering an exceptional customer journey from contract signing through to handover and beyond.

We are seeking a proactive, customer-focused Customer Experience Coordinator to join our Queensland team. Reporting directly to the Customer Experience Manager (QLD), you will play a key role in supporting customers throughout their homebuilding journey, ensuring clear communication, timely updates, and a positive experience at every stage.

If you're passionate about customer service, relationship management, and delivering outstanding outcomes, we'd love to hear from you.

About the Role

As a Customer Experience Coordinator, you will act as a key point of contact for customers, providing support, guidance, and communication throughout the build journey.

Working closely with internal departments including Sales, Drafting, Estimating, Permits, Construction, and Administration, you'll help ensure customers feel informed, supported, and confident throughout the process.

This role is ideal for someone who enjoys building relationships, solving problems, and creating positive customer experiences in a fast-paced environment.

Key Responsibilities

Customer Journey Support

• Act as a primary point of contact for customers throughout the homebuilding process.

• Provide proactive updates and regular communication regarding build progress and key milestones.

• Support customers from sales acceptance through to construction and handover.

• Ensure customers receive a consistent and positive experience across all touchpoints.

Customer Communication & Relationship Management

• Build strong relationships with customers through professional, timely, and empathetic communication.

• Respond to customer enquiries and requests efficiently and effectively.

• Assist in managing customer expectations and providing solutions to concerns.

• Escalate complex matters to the Customer Experience Manager where required.

Stakeholder Collaboration

• Liaise with internal teams to obtain accurate information and updates for customers.

• Work collaboratively across departments to ensure customer issues are resolved promptly.

• Assist in coordinating customer communications related to project milestones and changes.

• Support operational teams in delivering exceptional customer outcomes.

Customer Feedback & Continuous Improvement

• Monitor customer feedback and identify opportunities to improve the customer experience.

• Assist with customer satisfaction initiatives and engagement activities.

• Support complaint management processes and follow-up actions.

• Contribute to process improvements that enhance communication and service delivery.

Administration & Reporting

• Maintain accurate customer records within CRM and internal systems.

• Track customer interactions, enquiries, and resolutions.

• Assist with reporting on customer service performance and feedback trends.

• Ensure compliance with company policies, procedures, and customer service standards.

About You

To be successful in this role, you will bring:

Essential

• Previous experience in a customer service, customer experience, client liaison, or customer coordinator role.

• Exceptional communication and interpersonal skills.

• Strong organisational skills with the ability to manage multiple priorities.

• A proactive and solutions-focused approach.

• High attention to detail and strong administrative capabilities.

• Ability to build rapport and maintain positive stakeholder relationships.

• Strong computer literacy and experience using CRM systems and Microsoft Office.

Desirable

• Experience within residential construction, property, housing, or a related industry.

• Understanding of the residential building journey.

• Experience managing customer enquiries and complaints.

• Exposure to customer experience or service improvement initiatives.

Why Join Glenvill?

• Hybrid working arrangements.

• Opportunity to work with a respected and established builder.

• Supportive and collaborative team culture.

• Ongoing professional development and career progression opportunities

• Employee referral bonus program.

• Be part of a business that genuinely values its customers and employees.

Our Ideal Candidate

You're passionate about helping people, thrive in a customer-focused environment, and enjoy working collaboratively to achieve positive outcomes. You take pride in delivering outstanding service and understand the importance of communication, empathy, and attention to detail.

If you're looking to build your career in customer experience within the residential construction industry, we'd love to hear from you.

Apply now and help us deliver exceptional experiences for our customers every step of the way.