Glenvill Homes

Our simple promise is to create bold and beautiful homes that stand the test of time. Rooted in the core belief of intergenerational design and construction, our designs not only embody enduring charm but also add lasting value to dream homes.

Our architecturally distinctive approach transforms dreams into reality, infusing every project with a bold and beautiful design. Instead of settling for the conventional, we’ve reshaped the norm by keeping critical functions in-house, seamlessly managed by our veteran team. Our A-team of collaborators brings shared know-how, creating a streamlined, flexible, and creative process. Seamlessly integrated, we blend design and construction for a client journey that’s both smooth and extraordinary, resulting in homes that are stunning and structurally sound.

Glenvill Homes, has been at the forefront of Australian residential design for over six decades and we are proud to be Australia's most awarded builder.

About the Role:

We are seeking an experienced Customer Service Manager – Knockdown Rebuild to lead our Customer Service team and ensure an exceptional client experience throughout the Sales, pre-construction and construction journey.

This role requires strong leadership, problem-solving and communication skills, with a focus on delivering a seamless customer experience across complex inner-urban projects.

You will work closely with internal departments, site teams and external partners to manage client expectations and ensure projects progress efficiently while maintaining Glenvill’s high standards of service.

What you’ll be doing in this role, you will:

• Lead and support the Customer Service team within the Knockdown Rebuild division
• Manage and oversee customer requests and variations during pre-construction and construction
• Ensure customer enquiries and service requests are handled promptly and professionally
• Ensure all contractual, legal and moral obligations under the HIA contract are met
• Monitor and manage customer service workflows, response times and service standards
• Maintain strong relationships with homeowners to support a positive and transparent build experience
• Work closely with internal teams to coordinate demolition, design, approvals and construction milestones.
• Assist in managing expectations around inner-urban site constraints, council requirements and project timelines
• Identify opportunities to improve customer service processes and systems
• Prepare reports and provide updates on service performance and customer satisfaction
• Manage and resolve escalated customer matters in a timely and professional manner
• Provide training, support and development opportunities to team members
• Provide support to the Operations Manager when required

About You:

• Previous experience in a Customer Service Manager or Senior Customer Service role
• Experience within the residential building industry, ideally within Knockdown Rebuild construction
• Excellent communication, negotiation and problem-solving skills
• Ability to manage multiple priorities and work in a fast-paced environment
• Strong organisational skills and attention to detail
• A genuine commitment to delivering exceptional customer service

What we offer:

Competitive salary package.

Opportunity to work with an industry leader known for design excellence.

A supportive, team-oriented work environment.

Professional development and career growth opportunities.

In addition, we're excited to have relocated to our brand new Bourke Street - Docklands location, featuring state of the art facilities and modern working environment. Conveniently located close to public transport and offering a range of other amenities, to take your career to the next level whilst enjoying a fantastic work-life balance.

• Lead and support the Customer Service team within the Knockdown Rebuild division
• Manage and oversee customer requests and variations during pre-construction and construction
• Ensure customer enquiries and service requests are handled promptly and professionally
• Ensure all contractual, legal and moral obligations under the HIA contract are met
• Monitor and manage customer service workflows, response times and service standards
• Maintain strong relationships with homeowners to support a positive and transparent build experience
• Work closely with internal teams to coordinate demolition, design, approvals and construction milestones.
• Assist in managing expectations around inner-urban site constraints, council requirements and project timelines
• Identify opportunities to improve customer service processes and systems
• Prepare reports and provide updates on service performance and customer satisfaction
• Manage and resolve escalated customer matters in a timely and professional manner
• Provide training, support and development opportunities to team members
• Provide support to the Operations Manager when required

• Excellent communication, negotiation and problem-solving skills
• Ability to manage multiple priorities and work in a fast-paced environment
• Strong organisational skills and attention to detail
• A genuine commitment to delivering exceptional customer service

• Previous experience in a Customer Service Manager or Senior Customer Service role
• Experience within the residential building industry, ideally within Knockdown Rebuild construction