Customer Service Consultant

Campbell Property Group (CPG), one of Australia’s leading residential construction and property development companies, is looking for an experienced Customer Service Consultant to join our Clarendon Homes team in Norwest/Baulkham Hills.

The Pre-construction Customer Service Consultant plays a pivotal role in ensuring a seamless and positive experience for our customers throughout the home-building process (from contract signing to construction starting). This position involves establishing and maintaining strong customer relationships, proactively guiding customers, providing updates, problem-solving, and collaborating with internal teams (including Drafting, Estimating, Permits, Lifestyle Studio) as well as external parties (Councils, Certifiers, consultants, demolition companies, lenders) to deliver exceptional customer service.

What You’ll Do

• Maintain a strong understanding of the preconstruction process to guide customers effectively
• Guide customers through the various stages of their Pre-Construction journey preparing for colour selection, preparing for DA lodgement, pending DA approval, DA/CDC approval to Construction commenced
• Educate customers on the complex building process, ensuring a clear understanding of expectations and milestones and what to expect from us as their builder
• Provide end-to-end workflow visibility and work closely with customers to align customer and business goals
• Maintain regular and proactive contact with customers, providing updates on progress fortnightly
• Keep customers informed across the preconstruction journey, including the Council application progress and providing updates on any delays; ensuring a prompt response to their inquiries
• Act as the main point of communication for customers, ensuring they are well-informed and satisfied with their journey
• Identify and address roadblocks in the customer journey
• Investigate and resolve customer concerns or questions, escalating issues when necessary
• Provide quality responses to customer queries and complaints in a timely manner
• Act as a conduit between internal departments to streamline processes and ensure a smooth workflow
• Monitor and record the progress of all jobs ensuring accuracy and completion, including regularly updating ClickHome with completed tasks and progress notes
• Organise and maintain records and documents required for planning
• Updating expiry dates when extensions as applicable
• Manage customer documentation to facilitate workflow progression
• Ensuring that all documentation is complete and accurate to reduce customer disputes during the home-building journey
• Administer tender extension/expiry fees and structural variation fees

About You

• 2 years experience in high volume customer service or equivalent role
• Experience with complaint resolution
• Working within customer service in high volume technical industry
• Attention to detail

An understanding of residential building/construction process

What’s On Offer

• Competitive salary + flexible working options
• Health and wellbeing perks – gym discounts, health insurance, annual nutrition & fitness check-ins
• Retail discounts across travel, groceries, and lifestyle
• Savings on home builds, trades, suppliers, and utilities
• Ongoing learning and development through the CPG Academy
• Generous leave – including parental, volunteer, and community service leave
• Wellbeing support for you and your family (EAP, financial coaching, health programs)

About Us

At Campbell Property Group (CPG), we’re passionate about creating better lifestyles for Australians through quality homes, communities, and services.

Our Businesses Include

• Clarendon Homes – award-winning, innovative homes across QLD and NSW
• Domaine Homes – affordable, stylish homes designed for modern families
• CPG Estates – developing vibrant, sustainable communities
• Loan Market Elevate – expert financial solutions to support our customers’ property journeys

With over 40 years in the home building industry, we’ve built a reputation for quality, integrity, and customer care.

At Campbell Property Group (CPG), everyone has a home. We are committed to fostering a diverse, inclusive workplace where everyone feels safe, respected and supported and we are proud to be an equal opportunity employer.

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