Senior Customer Service Administrator

J G King Homes, Regional Victoria's largest builder of Steel Frame homes, is seeking an energetic and highly motivated individual to join our Ballarat team.

This Full Time role is responsible for managing and maintaining customer contact and delivering a high level of customer service throughout the Pre-Site and On-Site Process, in accordance with Company Standards and Procedures, from Deposit through to Handover of the home.

Further to this, the Senior Customer Service Administrator is required to take ownership of the Customer File and initiate direction through all associated elements and departments, whilst carrying out a range of administrative tasks in accordance with agreed timeframes and procedures through to Handover of the home.

The role will also provide support to the Ballarat Workflow function, assisting with CSA and Production Estimating queries across Ballarat jobs and supporting the Workflow Manager when required, including during periods of leave.

The ideal candidate will have a minimum of 3 years' Customer Service Administration experience, preferably within the New Home Building industry or a similar field, with strong attention to detail, excellent organisational skills and a proactive, task-driven approach.

This is a senior role and is not an entry-level position.

Senior Customer Service Administrator | Ballarat

J G King Homes, Regional Victoria's largest builder of Steel Frame homes, is seeking an energetic and highly motivated individual to join our Ballarat team.

This Full Time role is responsible for managing and maintaining customer contact and delivering a high level of customer service throughout the Pre-Site and On-Site Process, in accordance with Company Standards and Procedures, from Deposit through to Handover of the home.

Further to this, the Senior Customer Service Administrator is required to take ownership of the Customer File and initiate direction through all associated elements and departments, whilst carrying out a range of administrative tasks in accordance with agreed timeframes and procedures through to Handover of the home.

The role will also provide support to the Ballarat Workflow function, assisting with CSA and Production Estimating queries across Ballarat jobs and supporting the Workflow Manager when required, including during periods of leave.

The ideal candidate will have a minimum of 3 years' Customer Service Administration experience, preferably within the New Home Building industry or a similar field, with strong attention to detail, excellent organisational skills and a proactive, task-driven approach.

This is a senior role and is not an entry-level position.

Key Responsibilities

• Check all Sales Files submitted as complete and accurate.

• Load and maintain all file documentation electronically.

• Issue client communication letters and Customer Welcome Packs.

• Liaise with customers on a weekly basis to provide updates and as required throughout the building process.

• Order permit siting workflow, contract drawings and drawing re-works as required and in accordance with processes and timeframes.

• Enter and maintain all customer notes and dates on a daily basis in Framework.

• Chase and obtain finance approval from customers or their nominated financial institution or broker.

• Order Warranty Insurance.

• Prepare and update all Framework dates and status notes on all client jobs daily.

• Attend weekly workflow meetings prepared with status reports and current and outstanding action items across all jobs.

• Update reports, scheduling and forecasts in accordance with outcomes and communication from customers and management.

• Provide administration support to the Tender Presenter.

• Prepare contract documents from Sales Estimating.

• Assist with the Ballarat Workflow function and coordination.

• Assist with CSA queries across all Ballarat jobs.

• Assist with Production Estimating queries across all Ballarat jobs.

• Provide support to the Workflow Manager when required, including during periods of leave.

• Work collaboratively with Sales, Estimating, Drafting, Permits, Construction and other departments to ensure customer files progress efficiently and within required timeframes.

• Assist with identifying and resolving workflow issues to maintain an efficient customer journey and construction process.

Skills & Experience

The successful candidate will have:

• Minimum 3 years' experience in Customer Service Administration, preferable within the New Home Building industry.

• High level of professionalism and customer service.

• Excellent organisational and administrative skills.

• Ability to multi-task and manage competing priorities.

• Strong time management skills with a proactive approach.

• Desire to work in a dynamic and changing environment.

• Ability to prioritise and manage workload effectively.

• Exceptional attention to detail and accuracy.

• Accuracy and tidiness of work presentation.

• Ability to work unsupervised with a proven track record of taking ownership and following tasks through to completion.

• Strong interpersonal skills and excellent written and oral communication.

• Strong work ethic and a positive, team-focused attitude.

• Good working knowledge of Microsoft Office.

• Ability to communicate confidently and professionally with customers, internal departments and external stakeholders.

• Previous team leader or workflow coordination experience will be a strong advantage.

• Experience within the residential building industry will be highly regarded.

About the Role

This is an excellent opportunity for an experienced Customer Service Administrator looking to take the next step in their career and play a more senior role within a busy and growing building environment.

The successful candidate will be someone who is organised, proactive and solutions-focused, with the ability to manage their own portfolio of customer files while also supporting the wider Ballarat team.

You will be an important link between the customer and our internal teams, helping to ensure every job continues to move forward efficiently, accurately and in accordance with J G King Homes' standards and timeframes.

If you are an experienced CSA who enjoys taking ownership, solving problems and working as part of a high-performing team, we would love to hear from you.

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